Technical Support Engineer - HRMS

HRMS Software Support & Troubleshooting:

• Provide day-to-day technical support to clients using the HRMS software, including resolving issues related to employee management, payroll, leave tracking, attendance, and recruitment modules.
• Diagnose, troubleshoot, and resolve software and configuration issues in HRMS platforms.
• Assist with system integration issues, including integration with third-party tools like payroll systems, biometric machines, and Microsoft Teams.
• Offer guidance on using HRMS features like employee data management, benefits tracking, and report generation.
• Conduct tests and debugging to identify recurring issues and improve the overall software functionality.

Customer Interaction & Incident Management:

• Respond to and resolve technical queries via phone, email, and live chat in a timely manner.
• Log, track, and manage support tickets using a ticketing system (e.g., Jira, ServiceNow).
• Escalate complex issues to higher-level technical teams when necessary.
• Provide proactive support by monitoring system performance and notifying clients about potential issues.

Software Configuration & Implementation:

• Assist clients with the configuration, installation, and customization of HRMS software to meet their business needs.
• Work closely with clients to set up user accounts, roles, permissions, and system preferences.
• Provide training to clients on how to effectively use HRMS tools and features.
• Guide clients through software updates and new feature implementations.

System Maintenance & Documentation:

• Ensure the smooth operation of HRMS systems by performing regular system checks and maintenance.
• Prepare and maintain technical documentation and knowledge base articles to help users troubleshoot common issues independently.
• Contribute to the creation of release notes and software upgrade documentation.

Client Communication & Relationship Management:

• Act as the primary point of contact for clients facing technical issues with HRMS software.
• Maintain clear and professional communication with clients at all times.
• Follow up with clients to ensure that issues are fully resolved and provide recommendations for future system optimizations.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, IT, or a related field or equivalent practical experience.
• 3-5 Yrs of technical support experience, ideally in HRMS software or enterprise software.
• Strong troubleshooting skills in HRMS software, payroll systems, and human resources management modules.
• Experience with helpdesk tools (e.g., Jira)
• Understanding of HR processes, including recruitment, payroll, benefits, and compliance management.
• Excellent communication skills, both written and verbal, to communicate complex technical concepts to non-technical users.
• Ability to prioritize tasks, work independently, and provide high-quality customer service.