Application Support Analyst Tier 1- HCM Applications

2 days ago

Nairobi, Nairobi Area, Kenya We Are Oasis Full time $104,000 - $130,878 per year

Schedule
: Monday to Friday, 9 hrs per shift(Night Shift)

Work Place Policy: On-site

Your primary responsibilities are to assist our client users with questions and issues pertaining to the application of the software. This includes resolving support requests, troubleshooting issues, replicating scenarios for developers to address and in-house testing of software. Occasionally train customers on components of the system.

Responsibilities:

Gather information from the client and determine the issue by evaluating and analyzing the symptoms;

Identify and escalate application defects and priority issues;

Interact with clients to provide information in response to inquiries, concerns, and requests about products and services and provide resolutions to reported issues

Offer alternative solutions where appropriate to prevent disruption in client activities

Follow up and make calls to customers when necessary;

Maintains client confidence and protects operations by keeping client and client's employee information confidential.

Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.

Stay current with system information, changes/updates and new releases

Assist the QA department in product testing

Contribute to written documentation (Knowledge Base)

Provide occasional training for internal employees and externally for clients

Skills and Experiences:

Experience with PrismHR, HRPyramid or other PEO or ASO software preferred

Ability to communicate and present information effectively with both technical and non-technical audiences

Strong knowledge of HRIS systems including payroll, benefits, and human resources

Knowledge of payroll and payroll accounting operations

Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.

Bachelor's degree or an equivalent combination of training and experience.

1-3 years' experience in a similar role

Experience with Vertex, Mastertax, Quickbooks, Peachtree or Great Plains a plus (not required)

Experience setting up and maintaining Client Accounting in HRIS system and a general understanding of Financial Accounting

American Payroll Association certification a plus

Excellent problem solving and troubleshooting skills

Excellent listening skills

Excellent phone and people skills

Ability to work independently with exceptional attention to detail

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