Remote Support & Implementation Consultant

Summary

Join our team as a Support & Implementation Consultant to ensure seamless implementation and ongoing support of Payroll and base HR modules on PaySpace for new and existing customers in Malaysia. Provide comprehensive assistance through email and phone, analyse customer requirements, configure the system, migrate data, and balance figures.

Requirements

• Minimum 5 years’ experience working within a payroll environment
• Extensive knowledge of Payroll and country specific legislation
• Strong analytical skills
• Good problem solving skills
• Display excellent communication skills

Responsibilities

• Analyse, understand and accurately document customer requirements
• Configure system according to the customer’s requirements
• Migrate data from the customers current system to new system
• Balance payroll data
• Provide training to the users if required
• Brainstorm with development and implementations manager to best satisfy new requirements and create specification documents for these items
• Post-Implementation support: Provide support via email and/or telephone to new customers for a period of time after implementation until handover to support division
• Prioritize each support ticket according to the service levels
• Monitor own queue and track inbound calls to ensure service delivery
• Filter and escalate tickets to the relevant departments based on the type of query and priority level and ensure timely resolution
• Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations
• Adhere to all new release updates and changes in compliance legislation that are communicated to maintain service delivery and minimize risk
• Train and mentor new consultants on the system
• Ad hoc consulting work as and when required by the customer
• Test new system functionality by following the prescribed testing process
• Assist with identifying new articles and updating the Knowledge Base
• Developing and maintaining country specific documentation