Support Consultant

Job Summary

We are seeking for a responsible Support Consultant to join our fast-growing team! This role primarily focuses on post-implementation and maintenance support to ensure a smooth operation and serving as the trusted point of contact for our clients. You will be assisting our clients to resolve technical issues or troubleshooting with resolutions and manages SLA based support via Helpdesk System (Freshdesk).



Key Responsibilities

A. Carrying out post implementation & Annual Maintained Support

Serve as the first point of contact for use queries, incidents and service requests

Maintain and manage issue log via Helpdesk System (Freshdesk) to ensure the tickets are properly recorded and tracked.

Deliver SLA – based support ticket, agreeing to the response and resolutions according to client contracts

Perform end-to-end support and troubleshooting with resolutions

Gather and document user feedback to identify recurring issues or any potential enhanced opportunities

Ensure continuous improvement of support services by achieving 100% client participation in the annual support services feedback survey.



B. Change Request & Product Enhancement

Assisting in raising change requests (CRs) for product enhancements based on client requirement after post implementation

Analyse client requirements and requests

Collaborate closely with respective consultant and project managers to obtain man-day and cost quotations



Requirements

Minimum 2 years of experience in supporting or implementing HRMS / HCM products. With Functional knowledge and familiarity with:

Core HR

Payroll

Time & Attendance

Claims Management

Recruitment / Onboarding

Performance Management

Possess minimum diploma in Information Technology or Computer Science. For entry-level roles, equivalent qualifications such as Management Information Systems (MIS) or Human Resources / Business Administration may be considered if supported by relevant experience or certifications

Demonstrated good analytical, communication and interpersonal skills

Able to thrive in a fast-paced, dynamic and evolving environment



Key Attributes

Self-motivated with a strong desire to continuous learning of new products and technologies

Proficient in verbal and written communication skills in English

A fast learner with a proactive and problem-solving mindset with an affinity for programming

A team-player who enjoys working with people of different culture and background

Able to work independently while maintaining a high level of attention to details

Willing and able to work outside of office hours. Work from home can be arranged outside of office hours