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Aptean
Team Lead,customer SupportAptean • Madurai
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Team Lead,customer Support

Team Lead,customer Support

Aptean • Madurai
20 days ago
Job description

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 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 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).


Skills Required
Itil Foundation, Azure Cloud, Sql, Erp Software, Process Manufacturing

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Team Lead,customer Support • Madurai

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