Technical Support Engineer

1 day ago

Haridwar Noida, India Bharuwa Solutions Full time ₹ 5,00,000 - ₹ 10,00,000 per year

HRMS Software Support & Troubleshooting:

  • Provide day-to-day technical support to clients using the HRMS software, including resolving issues related to employee management, payroll, leave tracking, attendance, and recruitment modules.
  • Diagnose, troubleshoot, and resolve software and configuration issues in HRMS platforms.
  • Assist with system integration issues, including integration with third-party tools like payroll systems, biometric machines, and Microsoft Teams.
  • Offer guidance on using HRMS features like employee data management, benefits tracking, and report generation.
  • Conduct tests and debugging to identify recurring issues and improve the overall software functionality.

Customer Interaction & Incident Management:

  • Respond to and resolve technical queries via phone, email, and live chat in a timely manner.
  • Log, track, and manage support tickets using a ticketing system (e.g., Jira, ServiceNow).
  • Escalate complex issues to higher-level technical teams when necessary.
  • Provide proactive support by monitoring system performance and notifying clients about potential issues.

Software Configuration & Implementation:

  • Assist clients with the configuration, installation, and customization of HRMS software to meet their business needs.
  • Work closely with clients to set up user accounts, roles, permissions, and system preferences.
  • Provide training to clients on how to effectively use HRMS tools and features.
  • Guide clients through software updates and new feature implementations.

System Maintenance & Documentation:

  • Ensure the smooth operation of HRMS systems by performing regular system checks and maintenance.
  • Prepare and maintain technical documentation and knowledge base articles to help users troubleshoot common issues independently.
  • Contribute to the creation of release notes and software upgrade documentation.

Client Communication & Relationship Management:

  • Act as the primary point of contact for clients facing technical issues with HRMS software.
  • Maintain clear and professional communication with clients at all times.
  • Follow up with clients to ensure that issues are fully resolved and provide recommendations for future system optimizations.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, IT, or a related field or equivalent practical experience.
  • 3-5 Yrs of technical support experience, ideally in HRMS software or enterprise software.
  • Strong troubleshooting skills in HRMS software, payroll systems, and human resources management modules.
  • Experience with helpdesk tools (e.g., Jira)
  • Understanding of HR processes, including recruitment, payroll, benefits, and compliance management.
  • Excellent communication skills, both written and verbal, to communicate complex technical concepts to non-technical users.
  • Ability to prioritize tasks, work independently, and provide high-quality customer service.

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