Technical Support Representative

Hier Business Solutions, Inc.; Bulacan; On-site; PHP 240,000 - 360,000; Full time

Job summary

Hier Business Solutions, Inc. is seeking a Client Support Specialist to ensure smooth HRIS and Payroll system operations for our clients in the Philippines.

You will manage end-to-end activities across CMS platforms, respond to client inquiries through multiple channels, and provide proactive support to resolve issues and improve experiences. The role requires a Bachelor’s degree in IT or HRM or related field and excellent oral and written communication skills, with a focus on delivering quality

Qualifications

• Bachelor's degree in IT, HRM or related field.
• Excellent oral and written communication skills.

Responsibilities

• Ensure client satisfaction through smooth project continuance and ongoing support for HRIS and Payroll system.
• Manage end-to-end operations on different CMS/platforms for our clients.
• Respond to client concerns or inquiries for Hier Payroll configurations and assistance through channels.
• Follow up and make scheduled call backs to clients to ensure the problem is resolved.
• Provide reports on issues and escalates to the team when needed while following standard processes and procedures.
• Create communications related to technical projects, including new features, downtime, upgrades, etc.
• Develop user/admin manuals and lead user trainings and implementation on using Hier Payroll.
• Collaborate with the developer’s team to explain errors and/or recommend modifications in the system.
• Performs online and/or onsite client assistance when needed.
• Stay current with system information, changes and updates.

Skills

Client communication

Verbal communication

Written communication

Education

Bachelor's degree in Information Technology, Human Resource Management or related field

Job description

• Ensure client satisfaction through smooth project continuance and ongoing support for HRIS and Payroll system
• Manage the end-to-end operations on different CMS/platforms for our clients
• Respond to client concerns or inquiries for Hier Payroll configurations and assistance through different channels: Hier Support Center, Email, Viber, Facebook Page, Phone Call, SMS etc.
• Follow up and make scheduled call backs to clients where necessary to ensure the problem/concern is resolved.
• Provide reports on issues and escalates to the team when needed while following standard processes and procedures.
• Create communications related to technical projects, including new features, downtime, upgrades, etc.
• Develop user/admin manuals and lead user trainings and implementation on using Hier Payroll
• Collaborate with the developer’s team to explain errors and/or recommend modifications in the system.
• Performs online and/or onsite client assistance when needed
• Stay current with system information, changes and updates
• Bachelor's degree in Information Technology, Human Resource Management or any related field.
• With excellent communications skills, oral and written