Client Support Executive

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia RSM Stone Forest Full time 30,000 - 60,000 per year

Description

Stone Forest Malaysia Sdn Bhd is part of Stone Forest Group, a professional business services firm headquartered in Singapore with established operations in Singapore, Hong Kong and China. At Stone Forest Malaysia, we provide business process outsourcing services strictly only to our office in Singapore, and our clients in Singapore. We are also the innovation centre for the development of Human Resource management application solutions.

Uniquely differentiated as the provider of choice with CPA practice background, Stone Forest Group provides Accounting, Tax & Advisory, Business Process Outsourcing, Formation & Compliance, Contract Staffing & Recruitment, Payroll Outsourcing & HR Advisory, and Technology Services outside of Malaysia. We take care of our clients' back-office business services to enable them at every stage of their growing business from market entry to expansion.

Responsibilities

  • Provide first level support to customers via telephone, email and online chat.
  • Respond to customer enquiries and escalate complex issues to the L2/L3 team to ensure prompt support and SLA.
  • Document client interactions and technical issues in the support ticketing system on a timely manner.
  • Track and report on overall quantity and type of help desk requests and resolutions.
  • Monitor and manage the client support queue, ensuring timely resolution of all issues.
  • Participate and working closely with developers for on-going testing of system issues and product improvements.
  • Assist in end user training and workshops, including maintaining up to date training manuals and user guides.
  • Maintain a high level of customer satisfaction by ensuring all inquiries are handled professionally and efficiently.
  • Performs other related duties as assigned.

Job Requirements

  • Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Proven experience (min 2 years) in a customer support role, preferably in a software or HRMS environment.

Required Skills

MUST HAVE

  • Basic understanding on system configurations and user workflows for HRMS modules, including payroll, leave, claims, timeclock, employee self-service and etc.
  • Technical Troubleshooting & Problem Solving: Demonstrates strong analytical skills to identify, diagnose, and resolve system issues by applying data analysis and logical reasoning to develop effective solutions.

GOOD TO HAVE

  • Good written and verbal communication skills in English and preferably Mandarin speaker as the role may require liaising with Mandarin-speaking stakeholders.
  • Proficiency in documenting and tracking technical issues in ticketing systems.
  • Familiarity with tools for monitoring and managing support queues (ticketing systems, chat systems).

Why Join Us:

  • Birthday leave policy
  • Self-certified sick leave policy
  • Office closure on key festival eves
  • Easy office access via public transportation (MRT, LRT, Monorail, KTM Komuter, KLIA Transit)
  • Open culture and team centric environment
  • People development – "Grow People Grow Business

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