Helpdesk support specialistACLT Computing Inc

JOB SUMMARY
The Helpdesk Support Specialist provides technical assistance and client support related to myPrimeHR, a customized Human Resource Information Systems application.
DUTIES AND RESPONSIBILITIES
The Helpdesk Support Specialist is responsible for:
Familiarization with the business processes, product features, functionalities, installation procedures, setup, and configuration of myPrimeHR to be able to address issues and concerns raised by the client;
Proper handling of issues received through all communication means such as but not limited to phone/mobile calls, email, Skype, MS Teams;
Complete documentation of issues by creating web tickets and related documentation tools, and monitoring of each for proper classification (open, in progress, resolved, on hold, closed);
Providing resolutions in a timely and acceptable manner as approved by the management based on the degree/importance of raised issue (low, mid, high, critical);
Proper and timely escalation of issues to subject matter experts and progress monitoring until final resolution of issues;
Proper routing and monitoring of follow-through activities such as client visits, face-to-face or virtual meetings, progress monitoring until final resolution of issues;
Maintaining high-quality standards and on-time delivery of products and services as indicated in the Software Maintenance Agreement (SMA);
Assistance in ensuring all SMA revenues are billed and collected on time as indicated in contracts, purchase orders, and other forms of agreements;
Support the continuous business development of the company;
Perform other related tasks that maybe assigned from time to time by the Management.
The following are the qualifications for the Application Support Specialist position:
Bachelor's degree in Information Systems, Human Resources or related field or equivalent experience;
Working knowledge in any HR Information System or ERP Solutions;
Familiarity with the industry and market trends in HRIS;
Familiarity in HR practices in different industries is an advantage;
Ability to engage with higher management and business leaders, all levels of the team
Undergrads / new graduates with experience in Helpdesk Support is welcome to apply
SKILLS COMPETENCIES
Excellent oral and written communication skills
Creative and resourceful
Teamwork/Collaboration
Analytical / Critical Thinking
Work from Home
Paid Sick Leave
Performance Bonus
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Entry Level / Junior, Apprentice IT and Software Computer Software / Engineering 2 openings Bachelor's degree graduate
ACLT Computing, Inc. is the proud developer of the country's leading human resource information system (Prime HRIS). Founded in 1994, it has grown to be the market leader of homegrown software that was able to capture the attention and loyalty of a continuously growing number of both multinational and local companies across various industries. Ahead in many ways, ACLT has accomplished many "firsts" in the industry. It was the first company that installed the first local „off the shelf‟ client-server application developed using object-oriented programming. It was the first local software company who was able to replace mainframe payroll systems with a window-based software package running in distributed local network systems. Our product, myPrimeHR is the web and cloud version of its forerunner Prime HRIS. Equipped with HR Portal, Employee Self Service Portal, and Managers Portal, myPrimeHR provides a complete infrastructure and tools for executives, managers and employees to perform their jobs and functions more effectively in a well-coordinated collaborative environment. It is time tested and has a track record that transcends economic crises and pandemic, work-from-home set up.Experience and Expertise We are the only local company that has won and is continuously serving almost 100 groups of companies, with a total of more than 250,000 employees, and with more than 300 users and 500 databases, all served with our local Prime HRIS.We forge enriching long-term relationships with our customers by providing quality and reliable service that exceeds expectations. We nurture our employees by providing an environment for their personal development and professional growth.
Kalibrr

Makati City, Metro Manila
Permanent
Full-time