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[WFS] Support Engineer - Sr IRC213130

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Job ID: IRC213130
Date Posted: Mar 23, 2024
Segment: Digital System & Service
Business Unit: Hitachi Services & Platforms
Company Name: GlobalLogic
Profession (Job Category): Product Support
Job Type (Experience Level): Management
Job Schedule: Full-Time
Remote: Yes

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Our client is the first global provider of workforce management solutions with
integrated employee experience capabilities. The company's adapts to each
organization's needs-no matter how unique their pay rules, labor regulations, and schedules-
while delivering a breakthrough employee experience at the time and place work happens.
Enterprise-grade and future-ready, Client's Software is helping some of the world's most
innovative organizations optimize their workforce, protect against compliance risks, and
increase employee engagement to unlock new potential for resiliency and optimal
performance. Whether your employees are deskless or office workers, unionized, full-time,
part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less
costly, and more rewarding for everyone.
Over one thousand organizations with more than 4 million users in over 80 countries rely on
Client's Software solutions to streamline compliance, reduce labor costs, provide more
intuitive tools to their employees, and achieve strategic HR on a global basis.
The Analyst will assist with the application support intake and issue evaluation process. As first
responder, the Analyst will troubleshoot incidents and actively work to resolve them or escalate
as appropriate. The position will report to the Global Support Manager

• Strong technical and analytical aptitude, specifically in complex, enterprise software
• Prior technical/system support experience in a customer-facing role is highly preferred
• Experience with SQL and writing complex queries
• Excellent oral and written communication skills
• Prior customer service experience is highly preferred
• Experience with business applications, such as Word, Excel, etc.
• Must work well as a team member and individually
• Familiarity or experience utilizing Java, C#, C++ or 4GL programming languages
• Experience or background in HR, Payroll, or Time and Attendance preferred
• Must be able to join on-call rotation and cover evenings/weekends as necessary

Job Responsibilities:
• Work directly with customers to troubleshoot and resolve application/system issues
efficiently to drive customer satisfaction
• Build relationships and trust with customers through open and interactive communication
• Collaborate with internal stakeholders and management to reduce defects and improve
overall product/system performance
• Contribute to customer self-help by authoring relevant knowledge base content
• Stay current on technical specifications for WorkForce Software products and Human
Capital Management applications through continuous learning activities

What We Offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.

By integrating experience design, complex engineering, and data expertise-we help our clients imagine what's possible, and accelerate their transition into tomorrow's digital businesses.

Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.

GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.
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