济南招聘

HCM Support Job Description

This is an individual contributor position within the Product Customer Services organization and reports to the Manager of Support. Responsible for problem tracking, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. Responsible for providing excellence in customer service to ultimately drive to completion and total resolution of each customer case.

RESPONSIBILITIES:
Research, resolve and respond to complex issues across the product line and product boundaries in accordance with current standards
Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service
Take ownership and responsibility for priority customer cases where and when required
Review urgent and critical incidents for quality
Queue reviews with analysts to ensure quality and efficiency of support
Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible
Acquire and maintain current knowledge of relevant product and service offerings and support policies and understand impact to the position
Create, review and approve resolutions for Customer Connection, documents to be posted to Customer Connection, Tips & Techniques submissions, White papers to be posted to Customer Connection
Deliver presentations on support related topics to customer groups or other organizations within PeopleSoft/JD Edwards (within and outside of product line)
Coordinate customer and support issues among support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and quality
Identify areas and possibilities where proactive efforts can prevent new cases
Initiate and participate in process improvements within the product line
Report high visibility cases, escalation, customer trends to management
Participate in projects that enhance the quality or efficiency of support
Participate in system and release testing, as needed
Participate in after hour support as required
Work with Development for product related issues
Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done)
QUALIFICATIONS:

The ideal candidate should have:
Background developing, testing, or supporting a HR or Payroll application
Prior PeopleSoft experience is a plus
Degree in Computer science,
Minimum 2 years relevant technical experience
Database skills (DB2, Oracle,MS SQL Server) would be an advantage
Knowledge of operating systems (Windows, Windows Server, UNIX)
Web server/web services (IIS, Apache, etc)
Hands on experience with HTML, Java-Script
Experience in supporting client/server or web applications
Previous technical support experience
Strong customer service skills and an eagerness to excel
Superb trouble-shooting skills and tenacity in problem solving
Excellent written and verbal communication skills
Attention to detail and the ability to learn quick
Please submit your CV in English. Thank you very much!

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