HRMS Support Analyst - Thailand

HONO.ai is a premium HR-Tech Solution and range of HR Services for all your requirements. HONO aims to nurture Human Relationships, propel employees pursuit of realizing their true potential and embrace the best of talent through a host of innovative technologies. We at HONO are committed to connect people across cultures, traditions, ideas, beliefs and boundaries. Connecting across multi-channels, platforms and systems.

Support Analyst is responsible for providing post-implementation functional and technical support to customers using the organization's SaaS HRMS platform. The role involves managing customer queries, troubleshooting issues, resolving support tickets within defined SLAs, and ensuring a seamless customer experience.

Support Analyst acts as the first point of contact for customers, working closely with Product, Engineering, Implementation, and Customer Success teams to resolve issues, provide guidance on product functionality, and ensure high levels of customer satisfaction. The role also supports product adoption by assisting customers with system usage, configuration, and best practices while maintaining strong relationships with assigned accounts.

Job Description:

• Analyze the issues reported by business users on the help desk ticketing system
• Interact with the business users to understand the issue, create the use cases to verify the issue in test environment. Collect the additional information regarding issues from the knowledge database and respond to the Bug/Support request within the defined SLA
• For the functional issues where the resolution can be provided at the L2/L3 level, provide notification to business users and resolve the ticket with all the necessary documentation in the support ticketing tool.
• Take ownership of all the issues requiring database support including data verification, data uploading, writing SQL queries & writing the stored procedures for complex support issues.
• Ensure that the ticket is closed in the ticketing tool after verification of the issue resolution is completed by business user
• Participate in the RCA (Root Cause Analysis) of the issue raised and record the observation in the knowledge management tool.

Experience:

• Minimum 2-6 years experience in handling SQL Queries
• Hands-on experience in working on ticketing tools like JIRA, ZenDesk etc.
• Experience in the HR Tech / HRMS industry is preferred.