Aptean is looking for a motivated and experienced Team Lead, Customer Support , to join our agile 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 strong 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

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