Support Consultant

TALENTEC Sdn Bhd; Selangor; On-site; MYR 36,000 - 50,000; Full time

Job summary

A fast-growing technology firm in Malaysia is seeking a responsible Support Consultant. This role focuses on post-implementation and maintenance support for HRMS products. The consultant will serve as the first point of contact for client queries, deliver SLA-based support tickets, and assist clients in troubleshooting technical issues. The ideal candidate has at least 2 years of relevant experience, strong analytical skills, and proficiency in communication. Join a dynamic team aiming for continuous improvement in client support services.

Qualifications

• Minimum 2 years of experience in supporting or implementing HRMS / HCM products.
• Familiarity with Core HR, Payroll, Claims Management, and Recruitment.
• Ability to thrive in a dynamic work environment.

Responsibilities

• Provide post implementation and maintenance support.
• Act as the first point of contact for client queries and incidents.
• Deliver SLA-based support tickets.

Skills

HRMS support experience

Communication skills

Analytical skills

Problem-solving mindset

Education

Diploma in Information Technology or Computer Science

Job description

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

• Carry 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 tickets, 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 potential enhancements.
• Ensure continuous improvement of support services by achieving 100% client participation in the annual support services feedback survey.
• Assist in raising change requests (CRs) for product enhancements based on client requirements after post implementation.
• Analyze 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.
• Functional knowledge and familiarity with Core HR, Payroll, Claims Management, Recruitment / Onboarding, Performance Management.
• Possess minimum diploma in Information Technology or Computer Science; equivalent qualifications such as MIS or Human Resources / Business Administration may be considered if supported by relevant experience or certifications.
• Demonstrated good analytical, communication and interpersonal skills.
• Ability to thrive in a fast‑paced, dynamic and evolving environment.

Key Attributes

• Self‑motivated with a strong desire to continuously learn new products and technologies.
• Proficient in verbal and written communication skills in English.
• Fast learner with a proactive and problem‑solving mindset with an affinity for programming.
• A team‑player who enjoys working with people of different cultures and backgrounds.
• Ability 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.