Technical Support Assistant Team Lead

5 months ago

Petaling Jaya, Malaysia Multi-Color Corporation Full time

**Build your Career with an Industry Leader** **at our Shared Services Center in Malaysia.**

**_
As a global leader in premium label solutions, our purpose is to deliver the world's best label solutions that help our customers build their brands, while adding value to our employees, our shareholders, and the communities in which we operate._**

**_ If you share our vision and believe that you could contribute to the success of our company, we look forward to hearing from you_**

**Job Highlights**:

- Hybrid work environment
- Expanding SSC with career growth
- Sustainable and inclusive work culture

**Overview**:
The Technical Support Assistant Team Lead for Concur and DocuSign is an important member of the Operational Support Dept. Supporting travel expense management, compliance, governance, automation of signature approvals, process improvements, and problem resolution for Companies.

You will work with the Operational Support (OS) Manager to ensure excellent customer service is provided to OpCos and SLA is met. You will ensure compliance and changes are made according to company policies and procedures. You will play a big part in driving and supporting end-to-end process improvements. You will be a pioneer in this unit with the opportunity to grow your career and gain international exposure in an expanding shared services centre.

**Concur**
- Participate in the roll out of Concur across Companies.
- Identify and raise opportunities of improvement.
- Escalate where necessary.
- Audit expense reports to proactively identify issues and ensure compliance with Company’s Travel and Expense Policy.
- Manage and timely resolution of internal customers' inquiries on expense report payment policies, procedures, and practices.
- Train and assist internal customers on features and functions of the Concur Travel and Expense system, promoting a positive experience.
- Analyse and consolidate expense data from Concur using reporting analysis.
- Must be organised and an energetic self-starter who can handle a broad range of projects and has the ability to prioritise and work unsupervised.
- Assist the OS Manager with monthly internal audits.
- Update the user guides as necessary.
- Provide input and recommendations for training improvements.

**DocuSign**
- Coordinate the documents for e-signing through DocuSign.
- Update requesters on the status of e-signing when requested.
- Ensure accurate records for reporting to Board of Directors.
- Collaborate with IT experts to ensure the documents have been routed according to the company policy.

**General**
- Work either in the morning (8am - 5pm) or evening shift (1pm-10pm).
- Meet SLA of 24 hours.
- Be the second level of escalation to troubleshoot issues within Concur and DocuSign.
- Assist the OS Manager with the documentation of processes.
- Other duties assigned by the OS Manager.

**Requirements**:

- Minimum a Bachelor's Degree in Information Technology or equivalents.
- Experience in Project Management, Travel & Expenses compliance and audit will be an added advantage.
- Excellent oral and written communication skills in English.
- Minimum 2 years of work experience in Concur with team leadership skills.
- Structured analytical thinking, detail oriented, organised and able to multi-task.
- Self-motivated and able to work independently as well as team.
- Effective and confident decision-making and problem-solving skills, especially under time constraints.
- Must have the desire and ability to work in a fast-paced environment.
- Be diplomatic and maintain a high level of confidentiality.
- Possess a strong learning aptitude, curiosity and initiative.
- Experienced working in a shared services environment will be an added advantage.

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