Application Support Manager - #10512183

Company Overview

Established in 2010 and headquartered in Singapore, BIPO is a global payroll and people solutions provider. Our comprehensive total HR solutions include our Human Capital Management (HCM) suite, Global Payroll Outsourcing (GPO) and Employer of Record (EOR) service across 160+ global markets.

We are better connected to support companies’ payroll and people solutions needs through a global network of 40+ offices, four R&D centres, and business partners across 160+ markets. To date, we have served 560,000+ headcounts and 3,300+ clients.

Key Responsibilities:

• Provide first and second level application and/or technical support on BIPO HRMS Application.

• Understand, Investigate, troubleshoot and resolve incidents raised by customer through remote connection, phone, email and/or on-site visit.

• Provide timely response, follow-up and resolution to ensure all support activities are tracked and closed within stipulated SLA.

• Partner with the Quality Assurance / R&D Team internally and customer externally to identify issue, perform various testing to reproduce issues, and to deliver the program fix to the customers.

• Provide knowledge and best practices on the system functionality. • Continually seeks opportunities to increase customer satisfaction and deepen client relationships.

• Assist in improvements to the support processes, supporting documentation and/or our software.

• Mentor and handhold Junior Application Support Consultant on the system knowledge and support processes.

Requirements:

• Relevant diploma or degree in Computer Science / Information Technology or equivalent with 5+ years hands-on experience implementing or managing project. Fresh graduates or candidates with less years of experience would be considered for our Associate role.

• Good knowledge of Microsoft SQL and Microsoft Office.

• Experience in successfully implementing HRMS Products preferred; experience in HRIS Role, other HR Solutions, and/or understanding of HR business process may be considered.

• Strong analytical, problem identification and solving skills with solution focused mindset.

• Excellent communication skill and detail-oriented.

• Ability to work under pressure and meet deadlines.

• Conversational in English, and other languages in APAC region will be highly advantageous.

• Ability to travel when required.