System Support Specialist

Requirements

1. Minimum 2–3 years of experience in client support / system support roles
2. Experience with HRIS modules, especially Payroll, Attendance, and Claims
3. Programming knowledge in C#, ASP.NET, SQL Server, and jQuery
4. Strong communication skills and fluent in English (written & spoken)

Responsibilities

• Support virtual or in-person training sessions by assisting with setup, materials preparation, and user guidance.
• Assist in creating, updating, and maintaining system materials such as user guides, FAQs, and basic troubleshooting guides.
• Support the preparation and distribution of system announcements and routine client communications.
• Update and maintain the ticketing platform's knowledge base under guidance to ensure information remains accurate and relevant.
• Provide first-level HRMS system support to customers via telephone, online chat, and ticketing system.
• Respond to customer enquiries promptly and escalate unresolved or complex issues to the L2/L3 team according to support procedures and SLA.
• Monitor assigned support tickets and follow up to ensure timely resolution.
• Assist in system testing activities by following test cases and reporting issues to the development team.
• Ensure customer enquiries are handled politely, accurately, and professionally to support overall customer satisfaction.
• Perform other related duties as assigned.