Responsible in providing in-depth technical/cloud support, analyzes customer's issues and problems
and provide high-quality resolution, utilizing best practices and standards in the area of Enterprise
Resource Planning Applications (ERP) within agreed service levels;
• Work closely with other Teams to understand clients' business requirements, issues and help resolve
the problem;
• Helps Managed Services Team in understanding and translating requirements to build appropriate
system solution;
• Performs ERP-related technical/cloud support, both external and internal clients;
• Monitor & track customer's incident/service request through available tools and products
• Promptly respond to customer and manage their expectations as regards their incident/service
request, based on existing process;
• Triage customer issues, analyze, fix and ensures timely problem resolution.
• Perform system configuration based on approved requirements;
• Handle incident management, support service requests, problem management and resolution
according to Barhead's methodology and process;
• Provide technical support activities and coordination through phone, chat portal, email or even onsite
depending on the customers' service level agreement and requirement;
• Coordinate with Microsoft Team in resolving escalated tickets / issues;
• Comply to Team's and Customer's technical support process, best practices and workflows;
• Accurately report and track support tickets through the ticketing system. Create/update status report
as needed;
• Develop deep knowledge and expertise on Barhead products and services.
• Support the Business Applications Specialist Team in developing configuration best practices and
standards for Microsoft Products and Solutions.
• Demonstrate excellent customer service skills through all levels of support; incident/problem
management, change, escalation and recovery management.
• May provide on-call 24x7emergency technical support.
• Adhere to the team and company's regulation, policies and processes.
• Keep up to date with the latest development in Microsoft Products and Solutions
• Perform functions as a Business Applications Specialist if assigned in projects
• Perform other duties as assigned form time to time.
Qualification
• At least 3 years experience in the field of Business Systems and IT ideally as a functional/application
specialist implementing ERP solutions
• Knowledgeable in accounting processes and cycles
• Detailed, organized, and results-oriented
• Ability to effectively prioritize and escalate issues as required
• Bachelor's degree or equivalent, preferably in Computer Science/IT/Business
Management/Accountancy
• Experience working in an IT consulting organization or environment is a must
• Experience with different project methodologies (Agile, waterfall, et al.) is preferred
• Excellent written and verbal English communication skills
• Experience in working in a global environment, delivering service to global clients is preferred
• Must be willing to travel and be amenable to changes in work shift/location, as needed on a per
project basis
