Role & responsibilities

• Possess strong knowledge of HRMS, Payroll, and associated modules such as Performance Management, Projects, ATS, and other HR-related products.
• Understand client requirements thoroughly and perform end-to-end product setup, including complete policy configuration based on organizational needs.
• Deliver effective post-implementation support, ensuring smooth system usage and timely resolution of client issues.
• Utilize remote support tools such as AnyDesk, UltraViewer, and provide quick assistance through Email, WhatsApp, and other communication channels.
• Diagnose, analyze, and troubleshoot product-related issues, coordinating with Development, QA, and Senior team members to ensure accurate resolution.
• Maintain and organize all client documentation, policy details, configuration files, and communication logs throughout the implementation lifecycle.
• Prepare and draft professional Emails, WhatsApp communications, and create detailed user guides, configuration documents, and implementation reports.
• Develop and manage knowledge-base materials, including FAQs, Video tutorials, Live Webinars, and training content for clients and internal teams.
• Support customer success initiatives, including client follow-ups, feedback collection, and contributing to improved customer retention.
• Collaborate effectively with team members for knowledge sharing, adherence to processes, and internal standards, while also being capable of working independently when required.
• Demonstrate strong communication skills in English for seamless client interaction and support.
• Monitor and resolve support tickets using CRM/ticketing systems while ensuring SLA compliance, analyzing logs and data for quick issue identification, and continuously improving internal support processes.
• Conduct client training sessions, demos, onboarding programs, and assist with UAT and product rollouts, ensuring smooth implementation and high client satisfaction.
• Work closely with product teams by providing feature enhancement feedback, staying updated on new product releases and industry trends, and contributing to overall product usability and improvement.

Preferred candidate profile

• Freshers can also apply
• Strong verbal and written communication skills in English.
• Good computer knowledge.
• Self motivated and a team player.
• Excellent attendance and punctuality.
• Ability to work independently and support end-to-end issue resolution.
• Strong ownership, accountability, and professionalism.
• Excellent customer service skills.