Aptos Looking for Technical Support Specialist- OMS at Bengaluru, Karnataka Full Time

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