- Good technology exposure
- Growth opportunity
About Our Client
Our client helps enterprise organizations transform and improve IT productivity on a global scale.The end client where this headcount will be working for is the largest American information technology companies, alongside other Big Five corporations.
Job Description
Responsibilities:
- Handle and resolve complex customer issues that have been escalated from Level 1/Tier 1 support
- Utilize advanced troubleshooting techniques to diagnose and solve problems.
- Ensure issues are resolved within the agreed service level agreements (SLAs).
- Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process.
- Use Salesforce Service Cloud to track, manage, and resolve customer cases.
- Communicate effectively with IT and business stakeholders to improve on the ground engagement with cross-functional partners
- Maintain accurate and detailed case records, ensuring all interactions and solutions are documented
- Generate and analyze reports to identify trends and areas for improvement
- Provide exceptional customer service and ensure a high level of customer satisfaction.
- Follow up with customers to ensure their issues are fully resolved and gather feedback.
- Work closely with other departments, including Level 3 support, engineering, and product management, to resolve complex issues.
- Escalate unresolved issues to appropriate teams and follow up to ensure timely resolution.
- Participate in regular team meetings and provide feedback on service improvements.
- Stay updated on the latest features and best practices of Salesforce Service Cloud.
- Suggest and implement process improvements to enhance efficiency and customer satisfaction.
- Participate in ongoing training and professional development opportunities.
The Successful Applicant
Your Expertise:
- Bachelors in Information Technology, Business or a related field preferred
- 3-5 years of experience in application support, with a focus on cloud services, HCM recruiting and/or SaaS platforms
- 3+ years in a hands-on application production support role working on triage, troubleshooting, and coordination on HRIS / ATS systems
- Understanding of end-to-end HCM recruiting processes (Workday)
- Proficiency in using Service Cloud, CRM systems, and support ticketing systems
- Experience in other 3rd party CRM tools
- Understanding of cloud computing concepts and architectures and familiarity with APIs, integrations, and common web technologies.
- Knowledge of database management and querying.
- Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
- Experience operating with SLAs in a client-facing role in a production environment
- Ability to work effectively as part of a team and collaborate with other departments.
- Highly organized with the ability to manage multiple cases and tasks simultaneously.
- Ability to work in an onsite office setting 100% of the time
- Flexible to work on-call schedule on weekdays and occasionally on weekends
Preferred Qualifications:
- Experience with case management, automation, and service analytics in Salesforce.
- Intermediate SQL skillset
- Strong familiarity with Workday HCM and Salesforce Service Cloud
- Experience with reporting and metrics
- Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)
- Salesforce Service Cloud Certification
- Workday HCM Certification
What's on Offer
- Creative and Innovative Workplace
- Opportunity to learn and grow
- Good work culture
Contact
Meenal Sharma (Lic No: R21103442/ EA no: 18C9065)
Quote job ref
JN-092024-6530614
Phone number
+65 6643 9741
Michael Page International Pte Ltd | Registration No. 199804751N
