Support Consultant

Role Title: Consultant

Department / Division: Strategic Solutions Care

Reporting To: Strategic Solutions Care Manager

Internal & External Stakeholder Interaction:

External: Customers & Vendors

Internal: All user departments

Role Objective:

Responsible for successful handling of support tickets and responses in a timely manner based on SLA targets. Ability to perform multitasking on multiple projects and set priority. Able to work independently and follow up on user requests.

Requirements:

• Possess Degree in Business Administration / Management /Industrial Management / Any relevant
• 1+ years or more working experience in related field
• Exposed to construction and property development industry is an added advantage
• Knowledge on JD Edwards EnterpriseOne
• Competency in Microsoft Office (Word, Excel, Power Points, Outlook)
• Knowledge in SQL
• Able to speak English and Bahasa (Mandarin is an added advantage)
• Familiar with property and construction activities & processes
• Strong Collaborative Skills, Positive Attitude, High Energy
• Ability to liaise between customer and technical development team
• Innovative, team player, passionate and highly committed
• Good written and verbal communication

Key Accountabilities & Responsibilities:

• Provide support to clients based on Standard Operating Procedures (SOP) and Service Level
  Agreement (SLA)
• Act as first level support for all incidents to ensure prompt resolution and maintain customer satisfaction
• Providing timely and accurate customer feedback
• Managing multiple cases at one time
• Documented out functional specification on any enhancement and changes
• Work closely with Development team on bugs fix, Gap Resolutions, and Change Request on business  requirements
• Follow-up with customers to ensure the problem is resolved
• Attention to detail and good problem-solving skills
• Ability to give presentation
• Proactively develop a knowledge on industry processes, technology and elements