You will join a team of remarkable colleagues who are committed and passionate about creating and delivering leading-edge solutions to the retail market. You will be part of an exciting growth journey where we will do everything possible to help you reach and exceed your career dreams. Our colleagues have access to industry-leading training and development opportunities, and the chance to work in a global, diverse culture with offices in 13 countries. You will be part of an inclusive culture that is grounded in our Company’s purpose: to make a difference for every colleague, every client, every day.
With years of deep retail DNA, Aptos has been a market-leading platform that drives the world’s largest retailers’ product, promotion, commerce and merchandising decisions across online and brick-and-mortar operations. The opportunity at Aptos has never been greater, as we transition our solutions to cloud-native, microservices architecture. More than 135,000 retail locations impact nearly $2 trillion in annual revenue across fashion, grocery, drug, convenience, general merchandise, discount and sporting goods stores optimized with Aptos’ solutions. We hope you’ll be a part of taking innovative solutions to market with the leader in Unified Commerce.
Technical Support Specialist
A Quick Snapshot
As a member of the Aptos Customer Experience Support team you will be providing high quality functional and technical assistance for the Order Management System (OMS) products by supporting the OMS software to retail client integrations including the communication and infrastructure in-between.
Why it’s a big deal
This is a key role that interfaces directly with Aptos’ clients to provide comprehensive support services that are vital to their operating efficiency. Engaging our clients differently is more than just a tag line – it’s part of everyday life for our professional support teams!
Here’s what you’ll do:
Leverage industry and organizational standards, patterns and best practices to address immediate customer issues and support the customer experience
Review incoming support tickets for essential information, provide first responses to clients and research and resolve technical issues.
Determine and provide work arounds to product issues when applicable
Partner with our customers as needed while working through issues.
Consult colleagues concerning performance of software systems
Enhance client satisfaction by ensuring that response, updates and call resolution times occurs within the defined service level guidelines and team goals & objectives
Consistently meet or exceed team and individual objectives related to client satisfaction, quality, and productivity
Partner with customers, as well as internal implementation and product development teams to investigate and apply solutions to issues.
Effectively build and maintain relationships across the company, collaborating with cross-functional peers to establish and maintain organizational best practices, processes and methodologies
Here’s what skills and qualifications you’ll need:
Bachelors in Computer Science, Information Systems or a Technical College certificate
Enthusiastic, quick learner with strong attention to detail
Very strong communication skills along with very good interpersonal skills.
Customer service focused. Polite, professional, and tactful.
Strong technical troubleshooting, analytical, and problem solving skills are essential.
Self-starter who can work in a fast-pace environment
Flexibility to work as part of a rotating on call schedule
Experience working with and debugging web applications and/or services
Possesses the ability to explain technical items in a non-technical way
Familiarity with XML, JSON, and API Support
Experience and knowledge of SQL database structures
Preferred Skills:
Knowledge of server, and network technology is a plus
Salesforce Service Cloud/JIRA/Atlassian experience is a plus
Experience with the Retail industry and application support is an asset
#LI-SP1
We offer a competitive total rewards package including a base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility.
Equal Employment Opportunity Statement
Aptos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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