DIMENSIONS:

• Financial Impact: Timely response within SLA is critical to avoid penalties.
• Non-Financial Impact: Customer satisfaction from resolved tickets.

JOB PURPOSE:

• Resolve customer technical issues promptly and within SLA.
• Address customer change requests, such as reports and customizations.
• Ensure positive customer experience to enhance satisfaction.
• Prevent repeat complaints and ensure zero repeat issues.
• Document user guides for HRMS modules.
• Stay updated with statutory regulations and calculations for Malaysia, Singapore, Philippines, and Hong Kong.

PRINCIPAL ACCOUNTABILITIES:

• Troubleshoot and resolve technical issues per SLA.
• Guide customers with application functionalities, leveraging SQL skills to achieve zero repeat requests.
• Assist project teams with resolving technical functions efficiently.
• Communicate with Tech Development and Project teams to address customer issues.
• Ensure all support tickets are closed within SLA and escalate unresolved issues.
• Set up and deliver BLE Beacons according to confirmed orders from the sales team.