A quick snapshot....
As a member of the Aptos Client Care team you will provide high quality functional and technical support services to Aptos clients across multiple product groups. Our professional support team members stand ready to troubleshoot and resolve issues quickly and effectively via phone, email or 'hands on' VPN access; they provide assistance to key users, analyze input and outputs of forecasting and replenishment algorithms; are able to find temporary work-arounds or fixes on the configurations provided to our Clients.
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! Our retail partners depend on us for high performing software solutions that allow their customers to have access to 24/7 seamless shopping experiences, and our Technical Support Analysts deliver!
Are you the person we are looking for?
Strong troubleshooting skills and logic based thinking is your forte. This is an absolute must. Your proven ability to analyze and apply logical thinking to determine the root cause of an issue is fundamental to success in this role. Past experience in a client support role or in a delivery role has prepared you to effectively investigate technical issues, prioritize and escalate as needed, to ensure timely resolutions that are in line with client SLA's. Experience with advanced SQL scripting is a must! Programming languages (Visual Basic, C# or .NET) is appreciated! You can easily understand how systems interact/integrate with each other and as well as how changes in one application will affect others.
Resourcefulness and application. At Aptos, we have a pioneering spirit -- when we have questions, we find answers; when we're faced with challenges, we find solutions. We turn to a variety of resources, including our own colleagues, our professional network, the Internet, articles and books -- whatever helps us get the job done. You are proactive about ongoing learning to better your knowledge about Aptos software and our customer needs. You find trends in customer questions and work to resolve repeating issues quickly and efficiently.
Expert relationship builder and customer service enthusiast. It's important that you genuinely enjoy building relationships. It's not enough to simply be nice to others and enjoy working with others -the right person will be truly interested in getting to know our clients and their business, in an effort to provide the highest level of service and support.
Strong communication and interpersonal skills. You're not just comfortable engaging in collaborative discussions, but initiating them, too. You are skilled at reading and adapting to different communication styles. When you speak you are clear and concise. Your strong listening skills foster connection with our clients and allows you to accurately collect the right information so you can resolve issues in the most expedient way.
In case of need you will communicate and collaborate with all the rest of the Aptos Client Care Team to ensure the correct and prompt answers to our Clients.
Willingness to work rotational shifts. Let's face it - our clients customers don't stop shopping because it's 5pm, so we don't stop then either! Our analysts can - if needed - be scheduled on rotational shifts and take turns carrying pagers.
Here's what will give you an edge...
Good understanding of the retail operations. If experience in technical support is the #1 indicator of success in this role, having a good understanding of retail operations (Merchandise and Life cycle Management in particular) is a close second. Having worked in the retail industry or bringing your past experience supporting retail head office software will definitely allow you to hit the ground running.
Education. Successful completion of a Bachelor of Computer Science, or an Engineering degree is highly preferred.
Languages. Fluent English is mandatory. French, Mandarin or German are nice to have languages.
Passion. We know it when we see it. Passion is not saying how much you love what you do in your most excited voice. Passion is revealed in your truest self. It's about what you've accomplished; how you want to grow; the ideas you have; your philosophies. It's demonstrating through your words and your actions that you truly believe in what you do -- and where you work. That it matters to you. And that's pretty cool.
Initiative. You don't wait around for things to happen or for your manager to tell you what to do. You are not afraid to ask questions. You're not only proactive about completing your own work, but when you sense the need to introduce an idea that will benefit the team or the organization -- even if it's outside your scope of work -- you take it on and own it . That also goes back to having a pioneering spirit.