Aptean is looking for a motivated and experienced Team Lead, Customer Support, to join our dynamic team. In this role, you'll be the first level of escalation for complex ERP support queries, guiding and coaching a team of young engineers, particularly in financial modules. If you have a solid understanding of ERP software, excellent communication skills, and a customer-first attitude, you'll be instrumental in ensuring timely resolutions and maintaining high customer satisfaction in a 24x7 support environment.

Key Responsibilities - Act as the first-level escalation point for the team in resolving complex ERP support queries.

- Guide and coach a team of young engineers handling ERP support tickets, specifically focusing on financial modules.
- Monitor ticket queues to ensure timely response and resolution within established SLAs.
- Perform root cause analysis of recurring issues and contribute to comprehensive knowledge base documentation.
- Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and effective bug tracking.
- Ensure adherence to standard processes and encourage best practices across the team.
- Plan shift rosters to maintain 24x7 coverage while ensuring team well-being and balanced workload.
- Conduct peer reviews, support quality audits, and contribute to continuous improvement initiatives.
- Train new team members on product features, tools, support etiquette, and escalation handling.

Skills Required ERP & Functional Knowledge:

- Strong domain understanding of ERP software, especially Finance modules (GL, AR, AP, FA, Costing).
- Good exposure to process manufacturing workflows and their impact on finance functions.
- Hands-on troubleshooting of ERP issues and understanding of financial business processes.





Technical Skills

- Working knowledge of SQL for data checks, validations, and debugging.
- Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk, Salesforce Service Cloud).
- Ability to read and interpret logs or workflow errors and suggest functional/technical fixes.
- Basic to Intermediate understanding of ERP Configuration.
- Basic to Intermediate knowledge of Azure Cloud (Monitoring, Infra Awareness).

Team Lead & Communication Skills:

- Experience leading or mentoring a small team of support engineers.
- Strong communication and collaboration skills to work with young team members and cross-functional stakeholders.
- Ability to explain complex issues in simple terms to customers and team members alike.
- Organized and dependable in roster planning, shift handovers, and priority case management.
- Proficient in written and verbal communication.
- Ability to handle conflict resolution and quality review of tickets/KB articles.

Soft Skills & Mindset:

- Customer-first attitude and calm under pressure during critical issue handling.
- Natural coach and motivator who can guide junior engineers to grow and take ownership.
- High sense of accountability and reliability in a 24x7 support ecosystem.
- Strong customer obsession, ownership, adaptability to shift work, and a continuous improvement mindset.

Preferred Qualifications - Experience: 6-9 years of total experience in ERP product support, with at least 1–2 years in a lead/mentorship role.

- Education: Bachelor's degree in Finance, IT, Computer Science, or a related field.
- Familiarity with process manufacturing ERP platforms (SAP, Oracle, Infor, Microsoft Dynamics, etc.).
- ITIL Foundation or equivalent exposure to structured support practices (optional but preferred).

📌 Team Lead,customer Support (Madurai)
🏢 Aptean
📍 Madurai