Customer Support & HRMS Implementation

Job Description

Roles & ResponsibilitiesReceive client inquiries and support requests through the approved channels (phone, email, ticketing system), analyse them, and follow through to closure within the agreed service levels (SLA).Participate in system implementation at client sites: setting up master data, supporting data migration activities, preparing test data, and executing User Acceptance Testing (UAT).Understand client requirements and document them clearly and accurately, translating them into actionable input for the technical team.Prepare and maintain user guides, technical documentation, process flow maps, and troubleshooting steps for recurring issues.Deliver training and knowledge transfer sessions to end users and monitor system usage throughout the post-implementation transition period.Coordinate with the development and quality assurance teams to track feedback and change requests through to delivery.Prepare periodic reports on request status and recurring issues and propose improvements to the system and related procedures.Desired Candidate ProfileBachelor's degree or Diploma in Information Technology, Information Systems, Human Resources, or a related field.Full command of Arabic, spoken and written (essential requirement), with the ability to prepare formal correspondence and documentation in both Arabic and English.Proficiency in English, written and spoken.Strong communication skills and the ability to explain technical concepts and system workflows clearly.A basic understanding of HR processes (employee affairs, leave, time and attendance, payroll, performance appraisal) is preferred.Ability to organise and plan daily work, work under pressure, and prioritise effectively.Proficiency in Microsoft Office, particularly Excel.Currently residing in the United Arab Emirates.Additional AdvantagesPrevious experience or an internship with an HR management system.Experience working with government entities.Familiarity with customer request management systems.We are looking for talented early-career professionals to join the team implementing and supporting our in-house HR Management System, currently used by government entities and leading organizations across the United Arab Emirates. The role combines an understanding of HR processes with direct client engagement, training, and knowledge transfer.

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