WFM Application Support Specialist

5 days ago

Hyderabad Secunderabad Telangana, India beBeeSupport Full time ₹ 1,04,000 - ₹ 1,30,878

Job Summary

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The successful candidate will be responsible for ensuring all reported issues within the WFM application are efficiently tracked, investigated, and resolved in a timely manner. This role will require regular interaction with end-users requesting support and collaboration with super users, IT teams, and Client Services resources to maintain a stable environment.

Key Responsibilities

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  • Serves as a subject matter expert of the core functionality and support modules of the WFM application.
  • Assists end-users in troubleshooting and resolution of reported issues and configuration requests.
  • Provides quality support customer service by resolving assigned tickets within the defined Service Level Agreements (SLAs).
  • Performs remote troubleshooting using diagnostic techniques and communicates resolutions to the end-user within the service level agreement.
  • Documents all findings and resolutions for each reported issue within the designated tracking system.
  • Escalates complex issues to senior support staff as needed for resolution.
  • Understands client culture to provide effective solutions.
  • Participates in knowledge transfer sessions and ongoing training to continuously enhance knowledge and skills.
  • Reports directly to the Support Supervisor, performing additional tasks and providing support for special projects as assigned.

Requirements

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  • Minimum of 1-year experience in roles such as consultant, helpdesk, or other related customer support positions.
  • Demonstrated ability to troubleshoot and resolve simple configuration problems.
  • Aptitude for learning the functional knowledge of WFM applications and industry best practices.
  • Effective communication skills with the ability to simplify application concepts for a business audience.
  • Strong written communication skills
  • Ability to work in a fast-paced environment.
  • Customer-oriented focus with the ability to work independently, while also collaborating with the team to ensure expected availability levels.

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