Support Specialist- Onyx



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Job Description


More than 9,000 customers around the world rely on Aptean to give them a competitive edge. By providing innovative, industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry. With extensive knowledge and clear technology leadership in focused industries, Aptean's software enables its customers to transition from being merely competitive, to becoming market leaders. This competitive edge—The Aptean Edge—is born from solutions reflecting industry best practices, and services that are specifically focused on helping customers meet their individual business goals, profitably.

The Support Specialist provides comprehensive telephone/e-mail/web technical and application support in a global support organization. The candidate must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills; thrive in a team environment; and possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction.   The Support Specialist is responsible for problem tracking, diagnosis, replication, troubleshooting, resolution and escalation using sound judgment and creative problem solving.  This position requires an employee with solid experience with ASP, SQL, IIS, XML and scripting language.   Reports to the Team Lead or Global Support Manager for Onyx products.  The candidate will interact with cross-functional teams including Professional Services, R&D and Customer Account Management business units.

Key Responsibilities:

  • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents
  • Offer complete and timely technical solutions to customers and ensure that customers’ technical staff fully understand the issue, resolution and means for prevention
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents
  • Take ownership of and follow-through with all priority customer incidents
  • Escalate customer issues to the Team Lead as appropriate
  • Observe trends with technical issues and recommend improvements to design, documentation or implementation
  • Ensure professional telephone manner at all time
  • Participate in team projectsParticipates in system and release testing and QA as needed
  • Participate in on-call pager coverage rotation as needed

Knowledge Management:

  • Acquire and maintain current knowledge of relevant products and service offerings
  • Develop expertise within product area
  • Develop sound understanding across all areas within the support team
  • 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
  • Attend training sessions offered and assist with peer training as needed
  • Create knowledgebase articles and documents, validated and verified, to be shared with customers and peers


Required:  B.A. / B.S. / B.E. / B.Tech / Technical Diploma in a related field.  2+ years relevant work experience
Previous experience in providing technical customer support

Preferred: Microsoft Certified Professional (MCP) designation. Experience working with multiple stakeholders in problem-solving environment  




Aptean, Inc., is an Equal Employment Opportunity Employer. In accordance with applicable federal, state and local laws no applicant for employment with Aptean shall be subjected to discrimination because of race, color, sex, national origin, religion, disability, age, covered military veteran status, reprisal for engaging in anti-discrimination activities, protected genetic information, sexual orientation or parental status.