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 productsPromptly 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 SolutionsPerform functions as a Business Applications Specialist if assigned in projectsPerform 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 cyclesDetailed, organized, and results-orientedAbility to effectively prioritize and escalate issues as requiredBachelor's degree or equivalent, preferably in Computer Science/IT/Business
Management/Accountancy
Experience working in an IT consulting organization or environment is a mustExperience with different project methodologies (Agile, waterfall, et al.) is preferredExcellent written and verbal English communication skillsExperience in working in a global environment, delivering service to global clients is preferredMust be willing to travel and be amenable to changes in work shift/location, as needed on a per
project basis
