Support Consultant, Asia
» To provide professional and exceptional product support for a Payroll application services to the satisfaction of all stakeholders by providing an informative and supportive first point of contact.
» Provide timely and high-quality resolutions to customer incidents and service requests following agreed process guidelines, work practices and service standards.
» Ensure proper recording and closure of all issues via ticketing system
» Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk.
» Provide initial assessment of categorization and prioritization for reported issues and provide support from guidance of KB / L2, targeting FCR.
» Undertake QA and/or UAT testing as required to assist internal teams.
» Identify, create and contribute to continuous improvement initiatives which advances or develop process and/or service to customers
» Contribute to other Support tasks as required to provide support to customers.
» Perform any other duty as required by management commensurate with the position
Experience and Qualifications Required
» Candidate must possess at least a Bachelor’s / College Degree in Computer Science / Information Technology, Human Resource Management or equivalent
» At least 3 years of working experience in helpdesk support, application troubleshooting with customer focused role or equivalent
» Asia Payroll processing knowledge is an advantage
» Knowledge in Database Management (MySQL) is an advantage.
» User acceptance testing / End user testing experience is an advantage
» Extensive knowledge in helpdesk operations
» Strong written and verbal communication skills, preferably without using "system-speak"
» Solid experience in problem analysis and resolution of technical issues with the ability to function in a self-directed work team.
If this opportunity is of interest, please apply with your resume by clicking the "Apply" button.