Implementation Specialist

TwistResources, Inc.; Pampanga; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Morning shift

Work Equipment provided

HMO on day 1

Job summary

TwistResources, Inc. in Clark, Philippines, is seeking a proactive Onboarding and Support Specialist for our hybrid setup. You will lead onboarding for new clients, set up credentials, train users, and integrate payroll mappings with our Australian HR software.

The role requires strong SQL and Excel skills, excellent written English, and experience in customer/technical support. Morning shift with equipment provided and HMO from day one are offered.

Qualifications

• Intermediate SQL experience - eg, writing queries, sorting data
• Advanced Excel - eg, able to rapidly sort, filter, and realign data
• Slack or a similar team collaboration/project tool
• Customer support / technical support role
• Perfect and fast written English

Responsibilities

• Onboard new clients and kick off client implementation
• Set up client credentials/login in the Software and Zoho
• Run sessions and train clients on how to configure and use the software
• Integrate software with client payroll via online or XML mapping
• Assist with employee data validation
• Collaborate with developers for enhancements during implementation
• Provide a software rollout project template to clients
• Complete checklists and assist the client to Go Live
• Maintain in-depth knowledge of the software and adapt to changes
• Clarify customer requirements and confirm implementation needs
• Document Core HR and Onboarding requirements
• Add client to CRM and send welcome email & manual
• Obtain CSV data from the client, modify in Excel, and import
• Assist with data validation and basic SQL for reporting
• Complete checklist to Go Live
• Perform other tasks as assigned by supervisor
• Live website chat: monitor, engage, and script-following customer inquiries
• Schedule demonstrations for the BDM when interested
• Update CRM and report weekly chat results
• 1st Level Support: monitor issues, provide email and text chat support
• Register and resolve 1st level issues, escalate to consultants

Skills

SQL

Excel

Slack

Customer support

Written English

Tools

Zoho

CRM

Job description

Our customer is an Australian business that offers integrated HR management software solutions with configurable components, self-service mobile access, and a cloud-based HR process that simplifies workflow.

Work setup: Hybrid.

Must be willing to work in our Clark office site 3x a week (MWF)

Benefits:

• Morning shift

• Work Equipment provided

• HMO on day 1

JOB RESPONSIBILITIES:

Onboarding New Clients

• Kick off client implementation

• Set up Client credentials/login in the Software and Zoho

• Run sessions and train clients on how to configure and use the software

• Integrate software with their payroll via online or XML mapping.

• Assist with employee data validation

• Work with the developers for enhancements, issues, and requests during implementation.

• Provide a software rollout project template to clients

• Complete the checklist and assist the client to Go Live

• Maintain in-depth knowledge of the software and the ability to adapt to its changes

• Clarify customer requirements; probe for and confirm understanding of their implementation requirements

• Document the complete and accurate Core HR and Onboarding Requirements Definition

• Add client to CRM, send welcome email & manual

• Obtain CSV data from the client, modify it in Excel, and import it into our software.

• Assist with employee data validation, reporting setup (basic SQL)

• Provide a software rollout project template to clients

• Complete checklist to Go Live

• Perform other tasks or duties assigned by the Client/Company Supervisor.

Live Website Chat- initial discussion with customer/lead

• Monitor & engage website visitors via Zopim chat popups

• Engage with Chat following a detailed script, answering questions about our software

• Follow the data collection process

• If the customer is interested, schedule a demonstration for the BDM

• Update CRM & Report on weekly chat results

1st Level Support for our software

• Monitor for reported issues

• Provide email & text chat Support to customers

• Register & resolve 1st level issues

• Escalate 2nd-level issues to consultants

REQUIRED SKILLS AND QUALIFICATIONS:

• Intermediate SQL experience - eg, writing queries, sorting data

• Advanced Excel - eg, able to rapidly sort, filter, and realign data

• Slack or a similar team collaboration/project tool

• Customer support / technical support role

• Perfect and fast written English

DESIRABLE BUT NON-ESSENTIAL EXPERIENCE:

• Live web chat like Intercom/Zopim

• Salesforce

• Marketing Automation systems

• Supporting a software product