Key Responsibilities
System Implementation & Go-Live Support
- Gain a thorough understanding of BIPO's products and functionalities.
- Assist clients with system implementation, onboarding, and go-live processes.
- Provide ongoing support to optimize user adoption and system utilization.
Frontline Technical Support
- Handle customer inquiries and support requests via phone, email, or ticketing systems.
- Diagnose issues, clarify user concerns, and provide accurate guidance and solutions.
Troubleshooting & Problem Resolution
- Collaborate closely with the Development Team and Project Managers to investigate and resolve system issues.
- Track, escalate, and communicate resolutions to clients in a timely manner.
Documentation & Record Keeping
- Create and maintain Standard Operating Procedures (SOPs), user guides, and training materials.
- Accurately document customer issues, follow-up actions, and resolution progress.
Cross-Border Communication & Collaboration
- Review and interpret technical documentation in English.
- Coordinate with overseas development teams regarding system enhancements, requirements, and bug fixes when necessary.
Requirements
- Bachelor's degree or above. Fresh graduates are welcome to apply.
- Interest in Human Resource Management (HRM/HCM) systems and technology solutions.
- Basic computer proficiency, including Microsoft Word, Excel, email communication, and system navigation.
- Experience with MS SQL operations or basic query skills is an advantage.
- Prior experience in ERP or HRM system operation, maintenance, or support will be highly preferred.
- Good command of both Chinese and English, with the ability to communicate effectively through emails and read technical documentation.
- Strong customer service mindset with the ability to support users in a professional, friendly, and clear manner.
- Detail-oriented, organized, and analytical, with the ability to follow up on issues until resolution.
- Excellent communication and interpersonal skills, and the ability to collaborate effectively in a fast-paced environment.
