Preferably with 6 months to 2 yrs of related work experience but fresh graduates with good academic background are welcomed
BS Information Technology, BS Computer Science and BS Computer Engineering
Relevant experience on technical support
Preferably with knowledge on ERP solutions, IT security solutions, or Cloud solutions
Excellent documentation skills
Strong written and verbal communication skills
Strong analytical and planning skills
Key Responsibilities:
Monitor, collect and maintain support ticketing system by handling, and resolving support tickets related to implementation; gathering and consolidating customer's complaints and concerns; expediting correction or adjustment; following through to ensure resolution
Create system customizations, such as but not limited to forms, layouts, reports, fields, record types, reports, page layouts, and dashboards based on client requirements using applicable tools and solutions
Solve issues related to system implementations
Provide proactive customer care management
Document customer interactions and calls
Provides periodic reports and updates for all ticket activities
Organize and maintain customer accounts by recording account information
Assist the implementation team with change management and technical skills
Use industry experience, business analysis, and best practices to solve clients most complex business problems
Write design specifications and estimates for programs
Conduct demos, training and walkthrough of different systems process areas
Handle system integration testing procedures, prepare test scripts, prepare test data
Plan and consult with client on business process improvements to configure system features/functions
Provide post-implementation support to optimize user adoption and system configuration and solve issues related to system implementation
Communicate and collaborate with clients, internal teams, and third-party vendors to ensure alignment, manage expectations, and deliver successful implementations. Provide regular updates on project status and escalate any risks or issues as necessary. Initiate seamless communication among stakeholders and ensure users are provided with professional, courteous, consistent and prompt support and services
Continuously enhance knowledge by staying up-to-date on the updates, features and industry best practices through trainings and certifications
Other responsibilities that may be assigned related to project implementation, department and/or administrative tasks as assigned by the management
