Employee Central Success Factors Consultant -Time OFF

Employee Central Success Factors Consultant -Time OFF

Job description:

• Provide second-level support to end users and level 1 support team for ECTO and SFTT Solution.
• Collaborate with level 1 team is resolving support tickets, emails, and phone calls in a timely and professional manner.
• Perform configuration that are result of Incidents, Change Request, RITM and SCTasks.
• Troubleshoot and resolve user issues related to time off requests, time tracking, and other functionalities within the applications.
• Collaborate with level 1 technical support team to escalate and resolve complex customer issues.
• Conduct remote troubleshooting sessions with end users to diagnose and resolve technical problems.
• Document and track issues, resolutions, identify patterns, suggest improvements to application and interactions in SNOW.
• Collaborate with Nestle Time Management Architects team to identify and report software bugs and suggest improvements.
• Provide training and guidance to level 1 technical support team members to enhance their knowledge and skills.
• Stay updated with the latest features and updates of the ECTO and SFTT to collaborate with Nestle Architects and Product Manager for addition to roadmap.
• Assist in testing new system releases, patches, and updates to ensure they are functioning correctly and without any adverse impact on user experience.
• Collaborate with cross-functional teams, such as HR Core, BSI, Payroll etc., to provide support on product enhancements and rollouts.
• Participate in regular team meetings and training sessions to enhance technical knowledge and share best practices.
• Adhere to established service level agreements (SLAs) and prioritize support tickets based on urgency and impact on business operations.
• Maintain a high level of customer satisfaction by ensuring timely and effective resolution of customer issues.
• Continuously improve technical support processes and procedures to enhance efficiency and customer experience.
• Stay updated with industry trends and technologies related to ECTO and SFTT to provide proactive support and guidance to customers.
• Maintain a high level of professionalism, confidentiality, and customer service orientation while interacting with end-users.

ADVANCED CONVERSATIONAL ENGLISH ESSENTIAL (Will be evaluated).

Job type: Remote.

Salary: $73,000 gross.

Benefits: Excellent superior benefits.