Team Lead,customer Support

ConfidentialMadurai

30+ 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

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

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