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Technical Support and Training Expert

1 week ago

Angeles City, Central Luzon, Philippines Twist Resources Full time

Twist Resources is hiring an experienced Technical Support and Training Expert to provide top-notch technical support and training to our clients.

The successful candidate will be responsible for handling technical queries, resolving issues, and providing comprehensive training to clients on software configuration and usage. They will also be involved in data validation, reporting setup, and maintaining accurate documentation of Core HR and Onboarding Requirements Definition.

The ideal candidate will possess excellent communication skills, attention to detail, and the ability to work independently with minimal supervision. They will also have in-depth knowledge of the software and its changes, as well as experience with technical troubleshooting and problem-solving.

This role involves close collaboration with our developers to enhance the software and improve user experience. The selected individual will provide exceptional customer support, handle employee data validation, and maintain accurate documentation.

Responsibilities:

  1. Monitor for reported issues
  2. Provide email & text chat Support to customers
  3. Register & resolve 1st level issues
  4. Escalate 2nd level issues to consultants
  5. Kick-off client implementation
  6. Set up Client credentials/login in Software and Zoho
  7. Run sessions and train clients on how to configure and use the software
  8. Integrate software into their payroll via online or XML mapping
  9. Assist with employee data validation
  10. Work with the developers for enhancements, issues, and requests during implementation.
  11. Provide software rollout project templates to clients
  12. Complete the checklist and assist the client in Go Live
  13. Maintain in-depth knowledge of the software and the ability to adapt to its changes
  14. Clarify customer requirements; probe for and confirm understanding of their implementation requirements
  15. Document the complete and accurate Core HR and Onboarding Requirements Definition
  16. Add client to CRM, send welcome email & manual
  17. Obtain CSV data from the client, modify it in Excel, and import it to our software.
  18. Assist with employee data validation, and reporting setup (basic SQL)
  19. Provide software rollout project templates to clients
  20. Complete the checklist to Go Live
  21. Perform other tasks or duties assigned by the Client/Company Supervisor.