Job Description
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.
Requirements
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.
Tips Menjaga Diri
Perusahaan dan Lowongan di Dealls tidak meminta data pribadi, informasi rekening, atau pungutan ketika melamar. Hindari juga lowongan Google Form / Grup Telegram tanpa keabsahan yang jelas.
Established in 2022, Fortius HRIS is an integrated HRIS software solution in Jakarta, Indonesia. Our aim is to elevate people’s potential and enhance workplace efficiency by offering a comprehensive solution including attendance, employee databases, leaves, schedules, and payroll. With Fortius HRIS, companies can effectively manage employees and accommodate human resource development processes, simplifying HR management and allowing for business growth.
