Payroll Application Support Consultant

Unit4 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Payroll Application Support Consultant

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people. Setf-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for. Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

Job Description

To provide a professional, efficient and effective support service to Unit4 customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base.

Default working hours 9 AM – 6 PM MYT. Might require supporting 12pm - 9pm MYT depending on customer support business requirement and will be communicated in advance.

Key Tasks and Responsibilities

• To investigate, document and resolve the application problems passed to the Customer Support team via Unit4’s case logging system.
• To progress each issue through to conclusion, liaising with colleagues and other departments, as appropriate.
• To process all support cases adhering to Service Level Guidelines.
• Handle customer escalations, take ownership of complicated issues, and communicate these accordingly.
• To investigate, document and present to the Customer Services Team Leader process improvements that enhance the customer experience.
• To identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels.
• To train and mentor less experienced members of the team around product knowledge, skills and processes.
• Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation.
• Actively contribute to and participate in knowledge sharing activities.
• It will be an added advantage if you have experience managing clock-in devices.

Qualifications

Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us!

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