Client Support Executive

• Provide first level support to customers via telephone, email and online chat.
• Respond to customer enquiries and escalate complex issues to the L2/L3 team to ensure prompt support and SLA.
• Document client interactions and technical issues in the support ticketing system on a timely manner.
• Track and report on overall quantity and type of help desk requests and resolutions.
• Monitor and manage the client support queue, ensuring timely resolution of all issues.
• Participate and working closely with developers for on-going testing of system issues and product improvements.
• Assist in end user training and workshops, including maintaining up to date training manuals and user guides.
• Maintain a high level of customer satisfaction by ensuring all inquiries are handled professionally and efficiently.
• Performs other related duties as assigned.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Proven experience (min 2 years) in a customer support role, preferably in a software or HRMS environment.
• Good written and verbal communication skills in English.
• Ability to work independently with strong self-discipline and minimal supervision.
• Good analytic skill. Ability to identify, diagnose, and effectively resolve system issues using analytic thinking, incorporating data analysis and logical reasoning to thoroughly understand the problem and propose solutions based on all relevant facts.
• Patience and a positive, customer-centric attitude.
• Applicants who can commence work immediately will be an advantage.