Implementation Specialist

Twist Resources; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Work Equipment provided

Job summary

Twist Resources seeks a customer success specialist to support Australian HR software users from a hybrid Clark office setup. You will onboard new clients, perform live chat and first-level support, and coordinate with developers during implementation.

Key duties include configuring client accounts, data validation, CRM updates, and providing quick, accurate English communication with clients. The role requires SQL and Excel proficiency and strong teamwork in a fast-paced environment.

Qualifications

• Intermediate SQL experience and ability to write queries.
• Advanced Excel for sorting, filtering, and realigning data.
• Slack or a similar team collaboration tool.
• Customer support or technical support experience.
• Excellent written English with speed and accuracy.

Responsibilities

• Onboard new clients by kicking off implementation and setting up credentials.
• Conduct live website chat and schedule product demonstrations when needed.
• Provide 1st level support and escalate complex issues.
• Validate employee data and assist with data import/export tasks.
• Document requirements and maintain CRM updates during Go Live.

Skills

SQL queries

Advanced Excel

Slack

Customer support

Written English

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)

• Morning shift
• Work Equipment provided

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

• 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
• Marketing Automation systems
• Supporting a software product

Work Location:

Hybrid remote in Clark Freeport Zone