Aptean is seeking a highly skilled and detail-oriented Senior Customer Support Engineer to provide top-tier support to our clients. You'll be responsible for efficiently resolving issues, managing customer cases, and ensuring adherence to SLAs. If you have a solid background in ERP support, particularly with Microsoft Dynamics 365 Business Central and manufacturing modules, and a passion for customer satisfaction, we encourage you to apply.
Principal Duties and Responsibilities
- Provide high-quality customer support by resolving issues efficiently and adhering to SLAs.
- Manage and document customer cases , ensuring clear records of troubleshooting steps and resolutions.
- Collaborate with cross-functional teams and assist in handling escalations with urgency and accountability.
- Continuously enhance technical and functional expertise to improve self-reliance and reduce escalations.
- Monitor key support metrics (e.g., closed tickets, escalations, utilization) and provide actionable insights.




- Identify trends and contribute to process improvements that enhance support efficiency and customer satisfaction.
- Maintain a customer satisfaction score of more than 96% .
- Proactively monitor quality measurements (e.g., closed tickets, escalations, utilization, delivered services, etc.) for your region/area of responsibility.
- Maintain a robust Knowledge Base following all quality standards.
- Focus on Case Turnaround Time, Critical Case Resolution, and 48-hour Resolution %.
- Respond to customer inquiries via phone, email, and live chat in a professional and courteous manner.
- Provide accurate and timely information to customers regarding products, services, and policies.
- Promote regular status updates/customer engagement and thorough documentation of customer problem information and recommendations using an incident tracking system.

Skills
- Strong domain understanding of ERP software , with mandatory knowledge of MS Dynamics - Business Central .
- Exposure to a

📌 Senior Customer Support Engineer (Bengaluru)
🏢 Aptean
📍 Bengaluru