Support & Implementation Consultant - Malaysia

Purpose

The primary purpose of the Support & Implementation Consultant role is to ensure the seamless implementation and ongoing support of Payroll and base HR modules on PaySpace for new and existing customers specifically in Malaysia. This involves providing comprehensive assistance to customers and business partners through email and phone, analysing their needs, resolving issues, and offering expert system guidance. By effectively analysing customer requirements, configuring the system, migrating data, and balancing figures, the Payroll Consultant plays a crucial role in successfully implementing a new customer.

Duties and Responsibilities:

Implementation:

• Analyse, understand and accurately document customer requirements
• Configure system according to the customer’s requirements
• Migrate data from the customers current system to new system
• Balance payroll data
• Provide training to the users if required
• Brainstorm with development and implementations manager to best satisfy new requirements and create specification documents for these items

Customer Support

• Post-Implementation support: Provide support via email and/or telephone to new customers for a period of time after implementation until handover to support division
• Prioritize each support ticket according to the service levels
• Monitor own queue and track inbound calls to ensure service delivery 
• Filter and escalate tickets to the relevant departments based on the type of query and priority level and ensure timely resolution.
• Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations.
• Adhere to all new release updates and changes in compliance legislation that are communicated to maintain service delivery and minimize risk

General

Train and mentor new consultants on the system

Ad hoc consulting work as and when required by the customer

Test new system functionality by following the prescribed testing process

Assist with identifying new articles and updating the Knowledge Base

Developing and maintaining country specific documentation

Requirements

• Minimum 5 years’ experience working within a payroll environment
• Extensive knowledge of Payroll and country specific legislation
• Strong analytical skills
• Good problem solving skills 
• Display excellent communication skills