Deskripsi Pekerjaan:

Key Responsibilities:

Customer Support:

• Provide L1 & L2 technical support to users via call ensuring prompt resolution of issues.
• Diagnose and troubleshoot technical problems related to the HRIS software, guiding users through step-by-step solutions.
• Escalate complex technical issues to higher-level support or development teams as necessary, ensuring timely follow-up and resolution.

Product Expertise:

• Develop in-depth knowledge of the HRIS software to assist users effectively and efficiently.
• Stay updated on new features, updates, and best practices to provide accurate and relevant support.
• Assist in creating and maintaining user guides, FAQs, and other support documentation.

Customer Training and Onboarding:

• Assist in the onboarding process for new clients, including software installation, configuration, and user training.
• Conduct virtual training sessions and webinars to educate users on the functionalities of the HRIS software.

Feedback and Improvement:

• Collect and document user feedback, identifying common issues or areas for improvement in the software.
• Collaborate with the product development team to suggest enhancements and contribute to the continuous improvement of the HRIS platform.

System Monitoring:

• Monitor system performance and proactively identify potential issues before they impact users.
• Assist in maintaining the system's uptime and reliability by reporting any bugs or technical challenges to the development team.

Client Relationship Management:

• Build strong relationships with clients, ensuring they feel supported and valued.
• Follow up with users after issues are resolved to ensure their satisfaction and prevent recurrence.

Kualifikasi:

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 2-3 years of experience in technical support, preferably in a SaaS or HRIS environment.
• Strong understanding of HRIS software or similar systems.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
• Strong communication skills in Bahasa Indonesia, with the ability to explain technical concepts to non-technical users.
• Customer-oriented mindset with a focus on delivering exceptional service.
• Familiarity with support ticketing systems and remote support tools.
• Ability to work independently and as part of a team, with strong time management skills.
• Experience with SQL, APIs, and basic programming is a plus.