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Position: Customer Solutions Consultant
Reporting to: Manager, Customer Solutions
Location: Ortigas Center, Pasig City (Onsite)
Working Hours: Shifting Schedule
Start Date: ASAP
About Aptean
Aptean is a global provider of mission-critical, industry-specific software solutions. At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Our industry-specific solutions, designed to maximize business value and process efficiency, are at the heart of our customers’ operations. Over 10,000 organizations in more than 20 industries across 80+ countries trust Aptean’s solutions at their core to assist with running their operations. To learn more about Aptean and the markets we serve, visit www.aptean.com.
General Job Summary
The Customer Solutions Consultant is expected to provide application consulting and customer support to Aptean customers. This individual will participate as a member of the Customer Support and Implementation Team to deploy new projects, and/or provide on-going support to their existing installation. He/She will consult with customers in the configuration and usage of application modules, research and resolves problems and issues. Overall, this individual is expected to manage customer expectations and foster positive business relationships with all customers.
Knowledge: A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
Complexity: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Supervision: Normally receives little instruction on day-to-day work, general instructions on new assignments.
Role and Responsibilities
- Consulting Services
- Provide consulting services to customers based on Aptean’s service delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting.
- Effectively work on multiple projects simultaneously.
- Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
- Submit time and expenses punctually each week.
- Maintain a professional appearance when onsite with customers.
- Incident Resolution
- Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
- Take ownership of and follow-through with all priority customer incidents.
- Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
- Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
- Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
- Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.
- Determine when issues need to be escalated.
- Set severity levels with customers.
- May be assigned escalated tickets.
- Knowledge Management
- Expand expertise within the product.
- Attend training sessions offered and use self-study tools; assist with peer training as needed.
- Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
- Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
- Communication
- Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
- Ensure a professional communication manner when in-person or on the phone at all times.
- Additional Duties
- Participates in system and release testing and QA as needed.
- Recommend improvements in Customer Solutions policies and procedures.
- Additional duties as assigned by management.
A Successful Candidate
- Proven track record in providing stellar customer service and technical support
- Outstanding communication skills in the English language – both verbal and written
- Experience working for an ERP company or exposure to using ERP solution is an advantage
- Understands the industry and business environment served by the application
- Basic understanding of relational database concepts and architecture
- Excellent time management and organizational skills
- Strong analytical problem solving and decision-making skills
- Ability to work efficiently and independently and do whatever it takes to get the job done
- Ability to handle difficult or sensitive situations with diplomacy and tact
- Previous working experience using CRM (Salesforce) and/or other ticketing solution
Join the A-Team and experience the A-Life!