Client Support Executive

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.

GROW PROGRAMME

At Stone Forest, we recognise that great people make a great organisation. We value our people and envisage developing each individual to their fullest capacity and performance. We believe in Grow People to Grow Business. Every employee will be immersed in our "GROW programme" which comprises a formalised structure framework to support your professional and personal growth, and help you realised your talents and leadership potential.

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.
• Applicants who can commence work immediately will be an advantage.

Required Skills

MUST HAVE

• Strong work ethic, takes ownership of tasks, works independently with minimal supervision, and delivers on responsibilities effectively.
• Basic understanding on system configurations and user workflows for HRMS modules, including payroll, leave, claims, timeclock, employee self-service and etc.
• Basic understanding of system testing procedures, including test planning, execution, and reporting, to work collaboratively with developers.
• Technical Troubleshooting & Problem Solving: Good analytic skill. Ability to identify, diagnose, and effectively resolve system issues using analytic thinking, incorporating data analysis and logical reasoning to thoroughly understand the problem and propose solutions based on all relevant facts

GOOD TO HAVE

• Good written and verbal communication skills in English
• Demonstrates patience, empathy, and a positive attitude while staying focused and concise to resolve problems efficiently.
• 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
• Continuous training & development - technical & soft skills
• People development – "Grow People Grow Business