Full-Time Application Support Consultant

To provide a professional, efficient and effective support service to Unit4 customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base.

Default working hours 9 AM – 6 PM MYT. Might require supporting 12pm - 9pm MYT depending on customer support business requirement and will be communicated in advance.

Key Tasks and Responsibilities:

• To investigate, document and resolve the application problems passed to the Customer Support team via Unit4’s case logging system.
• To progress each issue through to conclusion, liaising with colleagues and other departments, as appropriate.
• To process all support cases adhering to Service Level Guidelines.
• Handle customer escalations, take ownership of complicated issues, and communicate these accordingly.
• To investigate, document and present to the Customer Services Team Leader process improvements that enhance the customer experience.
• To identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels.
• To train and mentor less experienced members of the team around product knowledge, skills and processes.
• Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation.
• Actively contribute to and participate in knowledge sharing activities.
• It will be an added advantage if you have experience managing clock-in devices

Qualifications:

• Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
• Experience in HRIS/HCM/Payroll (especially Singapore Payroll)
• Experience in handling clock in device relating to HRIS application is advantageous
• Exhibits good analytical and problem-solving abilities
• Exhibits excellent communication skills and is fluent in English both written and oral.
• Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
• Ability to manage your own time to priorities workload and meet deadlines.
• Friendly and professional manner with an enthusiastic positive approach to tasks
• Able to use initiative and work alone, and as part of a team
• Knowledge or experience with ServiceNow or similar would be highly advantageous
• ITIL knowledge
• Common knowledge of SQL

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