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JETRA TECHNOLOGIES
Customer Support Team Lead
Deadline: Nov 28, 2025
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Job Description
As a Team Lead, Customer Experience Support at Aptean, you will provide hands-on guidance to a team of 7 support engineers working on a process manufacturing-focused ERP platform, especially its Finance modules (GL, AR, AP, FA, etc.). Your role will involve combining technical expertise with team mentorship, issue resolution, and day-to-day operational leadership in a rotational 24x7 support model.
• *Key Responsibilities:**
- Act as the first-level escalation point for the team in resolving complex ERP support queries.
- Guide and coach a team of young engineers handling ERP support tickets, particularly in financial modules.
- Monitor ticket queues and ensure timely response and resolution within SLAs.
- Perform root cause analysis of recurring issues and contribute to knowledge base documentation.
- Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and bug tracking.
- Ensure adherence to standard processes and encourage best practices across the team.
- Plan shift rosters to maintain 24x7 coverage while ensuring team well-being and workload balance.
- Conduct peer reviews, support quality audits, and contribute to continuous improvement initiatives.
- Train new team members on product features, tools, support etiquette, and escalation handling.
• *Skills Required:**
• *ERP & Functional Knowledge:**
- Strong domain understanding of ERP software, especially Finance modules (GL, AR, AP, FA, Costing).
- Good exposure to process manufacturing workflows and their impact on finance functions.
• *Technical Skills:**
- Working knowledge of SQL for data checks, validations, and debugging.
- Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk).
- Ability to read and interpret logs or workflow errors and suggest functional/technical fixes.
• *Team Lead & Communication Skills:**
- Experience leading or mentoring a small team of support engineers.
- Strong communication and collaboration skills to work with young team members and cross-functional stakeholders.
- Ability to explain complex issues in simple terms to customers and team members alike.
- Organized and dependable in roster planning, shift handovers, and priority case management.
• *Soft Skills & Mindset:**
- Customer-first attitude and calm under pressure during critical issue handling.
- Natural coach and motivator who can guide junior engineers to grow and take ownership.
- High sense of accountability and reliability in a 24x7 support ecosystem.,
Employment Status
  • Full Time
Job Location
  • KARAIKUDI
Vacancy
  • 1
Salary
  • ₹10,000.00
Apply Procedure
Application Deadline: Nov 28, 2025
Company Information

Name: JETRA TECHNOLOGIES

Email: admin@gmail.com

Address: karaikudi

Website: https://jetra.in/

Establish: 2025-11-20

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