Basic knowledge of computer hardware
software
operating systems
and networking.
Basic understanding of LAN/WAN
Wi-Fi
switches
routers
and network devices is an advantage.
Good troubleshooting and problem-solving skills.
Responsible
proactive
and willing to learn.
Good communication and interpersonal skills.
Able to work independently and as part of a technical team.
Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time
Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team
Provide technical support to user issues on products supported in a systematic and logical way.
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Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
Provide a high level of professionalism and competent customer service
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Experience in ERP application support, maintenance, implementation or troubleshooting; Sage X3 experience is not mandatory, however, prior hands-on experience with other ERP systems is required. Candidates with experience in SAP, Oracle, Microsoft Dynamics, or other established ERP platforms are encouraged to apply.
Exposure to ERP modules such as General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Banking/Cash Management, Purchasing, Sales, Inventory and Fixed Assets.
Experience handling user support tickets, incident triage, issue escalation, root cause analysis and system troubleshooting.
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Strong communication and interpersonal skills, with the ability to work effectively within a multidisciplinary team and with clients from diverse backgrounds.
Relevant certification or training in addiction counseling, recovery coaching, psychology, social work, or a related field; lived experience in recovery is an added advantage.
Ability to maintain professional boundaries, uphold confidentiality, and follow organizational policies and ethical guidelines.
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Feedback Management: Document customer feedback, common pain points, and recurring technical glitches, reporting them regularly to management to improve overall service quality.
Cross-Functional Coordination: Support day-to-day front-line administrative operations and assist other teams during peak launching campaign periods.
Education: Minimum Diploma or Bachelor’s Degree in any field. Fresh graduates with a passion for customer service are strongly encouraged to apply.
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To maintain proper record on project documentations and keep track on the dateline.
To provide exceptional customer service. Candidate must be able to handle these interactions with empathy and professionalism in addressing day to day User inquiries, complaints, and feedback.
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Work closely with stakeholders to resolve UAT defects
Report UAT progress and highlight key areas of risk and issues
Work closely with stakeholders to facilitate UAT signoff by ensuring that all functionalities have been tested, defects have been identified and documented, impacts have been assessed, and resolutions provided
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