Implementation and Support Associate 2
Overall governance
• Ensure understanding of customer service support policies, procedures, and guidelines, in order to understand tasks needed to be carried out according to function’s policies and frameworks, as well as to ensure alignment and compliance with legal regulations and with the company’s overall direction, standards, and governance.
• Support periodic revision of policies, standards, guidelines, work processes and procedures that are relevant to customer service support work, to ensure efficient operation and alignment with company’s policies & compliance with relevant governance.
Function-related accountabilities
• Perform basic activities in executing robust first-tier resolutions that pertains to digital products/solutions developed by WHA, under specific guidelines and manuals, to ensure high-quality service delivery to customers in a timely and professional manner.
• Perform activities in serving as a contact point for internal and external customers over complaints (general/patterned cases) in products and service quality and organize the issuance of trouble tickets to efficiently deliver created tickets to relevant teams.
• Perform basic activities in configuring developed application/ system in order to ensure users' needs are fulfilled in accordance with designed conditions as agreed upon.
• Provide basic technical support to users/ customers, including assisting in walking through specific features, informing of new features and functionalities, reporting application/system malfunctions in order to ensure early identification of product/solution faults, minimization of application/system disruption, and maximization of application/system utilization.
• Perform activities in responding and following up to business users’ requests (general requests) with relevant parties to ensure technical issues are resolved in a timely and efficient manner.
• Perform other relevant basic tasks regarding customer service support operations, including producing relevant documents and reports to support decision-making and facilitate business operations.