Entry Level Software Support Analyst

Position Overview

Customer Success Analyst – Alpharetta, GA
Aptean is changing. Our ERP solutions are transforming a huge range of global businesses – from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology to drive greater results with over 2,400 employees, 50 products, and a global client base.

In this ground level role, you will gain invaluable experience working at a software company with plenty of growth opportunities! As a key member of our dynamic global Customer Success department, you will provide software and system support by researching and resolving client issues, ensuring an exceptional customer experience throughout the client lifecycle.

Key Responsibilities

• Develop outstanding relationships with assigned clients to ensure and promote overall client satisfaction with the products and Aptean.
• Develop expertise within the product(s) to provide expert solutions to complex customer problems by receiving, clarifying, and investigating incidents, including escalating issues when necessary.
• Take ownership of and follow-through with all priority customer incidents.
• Observe trends with technical issues and recommend improvements to design, documentation, or implementation.
• Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support services.
• Clearly document all customer interactions and all steps taken to resolve incidents, including creating KB articles using Knowledge Centered Support (KCS) methodology.
• Contribute to a customer-focused environment that encourages information sharing, team-based resolution, cross training, and swift incident resolution.
• Attend training sessions and assist with peer training as needed.
• Offer complete and timely technical explanations to ensure customers fully understand issues, resolutions, and preventative measures.
• Ensure that all internal and external customer interactions are handled professionally with the highest level of service and consistent follow-through.

Required Qualifications

• 0-2 years of relevant experience with a strong willingness to learn.
• Consultative mind-set with a focus on efficiency.
• Strong analytical, customer service, and problem-solving skills.
• Leadership qualities and a sense of ownership over customer care.
• Ability to present to and effectively lead meetings with multiple levels of management.
• Friendly, open, and professional demeanor.
• Ability to set appropriate expectations with customers and coworkers.
• Self-starter with the ability to excel in a fast-paced, dynamic environment.
• Excellent written and oral communication skills.
• Ability to explain complex technical issues in easy-to-understand terms.