Overview
System Support Specialist Jobs in Batam, Riau Islands, Indonesia at Glints
Title: System Support Specialist
Company: Glints
Location: Batam, Riau Islands, Indonesia
Requirements
- Minimum 2–3 years of experience in client support / system support roles
- Experience with HRIS modules, especially Payroll, Attendance, and Claims
- Programming knowledge in C#, ASP.NET, SQL Server, and jQuery
- Strong communication skills and fluent in English (written & spoken)
Responsibilities
- Support virtual or in-person training sessions by assisting with setup, materials preparation, and user guidance.
- Assist in creating, updating, and maintaining system materials such as user guides, FAQs, and basic troubleshooting guides.
- Support the preparation and distribution of system announcements and routine client communications.
- Update and maintain the ticketing platform’s knowledge base under guidance to ensure information remains accurate and relevant.
- Provide first-level HRMS system support to customers via telephone, online chat, and ticketing system.
- Respond to customer enquiries promptly and escalate unresolved or complex issues to the L2/L3 team according to support procedures and SLA.
- Monitor assigned support tickets and follow up to ensure timely resolution.
- Assist in system testing activities by following test cases and reporting issues to the development team.
- Ensure customer enquiries are handled politely, accurately, and professionally to support overall customer satisfaction.
- Perform other related duties as assigned.
