Client Support Officer

The Client Support Officer is responsible for providing technical assistance and support to clients utilizing our HRMS software RealHRSoft. It is a Human Resource Management System designed to facilitate the comprehensive duties of HR managers. This role involves addressing client inquiries, troubleshooting technical issues, and ensuring smooth utilization of the HRMS platform to meet their HR needs.

Job Duties and Responsibilities

• Provide technical support to clients via phone, email, chat, or remote assistance.
• Troubleshoot and resolve client-reported issues related to the HRMS platform, including but not limited to user access, data input, reporting, and system integrations.
• Guide clients through the installation, configuration, and usage of HRMS software.
• Escalate unresolved issues to the appropriate internal teams for further investigation and resolution.
• Maintain accurate records of client interactions, technical issues, and resolutions in the support ticketing system.
• Proactively communicate with clients to provide updates on the status of their support requests and ensure timely resolution.
• Collaborate with the product development team to relay client feedback and suggestions for product improvement.
• Lead training sessions for clients and team members.
• Assist to enhance user documentation and knowledge resources, such as FAQs, to empower clients in effectively utilizing the features and functionalities of the HRMS software.
• Stay updated on the latest features, updates, and best practices related to the software products supported.
• Strive to exceed client expectation and satisfaction by delivering high-quality support.
• Other duties as assigned by the supervisor.

• Strong understanding of software applications and 
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues.
• Effective communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused mindset with a passion for delivering exceptional service.
• Familiarity with support ticketing systems and remote desktop tools.
• Proficiency in relevant software applications and Debugging skill is added advantage
• Proficiency in MS Office Suite, with a focus on Microsoft Excel.

Required Qualifications

• Bachelor’s degree in computer science, information technology, or management.
• Proven experience of minimum 1 to 2 years in technical support or customer service roles, preferably in the software industry.