Aptean Hiring Customer Support Analyst

Customer Success Analyst is responsible for responding to and resolving customer problems via calls, emails and remote access for Aptean products.
The support focuses on in-depth problem analysis of Aptean products and their integration into enterprise-wide mixed environments.
Isolate and provide resolution to customer issues or qualify them for further assistance from R&D or other functions.
Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution.

Should have excellent analytical and investigative skills in terms of approaching a problem.
Should be able to drive customer connections along with R&D folks independently.
Candidates should have good logical skills, basic programming knowledge is an added advantage.
Excellent verbal and written communication skills, including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly.
Candidates should have strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes.
Possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.
Familiarity with Cloud technology basics is an added advantage.
Proficient with Microsoft Office Suite (Excel, Outlook, Word).
Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system.
Meets established targets for customer satisfaction and other support KPIs, promote Knowledge Centered Support (KCS) methodology.
Mandatory Technical skills include Writing TSQL queries, debugging SQL stored procedures, reading and understanding SQL profiler, familiarity with visual studio, good understanding of windows operating system and IIS (Internet Information Server).