Telikos Super User Mekong

Mô tả công việc:

The Super User is the person who has an in-depth knowledge of trucking management systems and relevant applications along with business processes related to each application. You will be the first level support function to Dispatchers/Vendors for the system and process by delivering training, and trouble shooting. This role is an expert in daily operation, capture and delivery of best practice sharing to End Users, act as gatekeeper of Telikos platform operation excellence. This role will also be the counterpart of SME for applications & process standardization and digitalization.

Key Responsibilities:

Process Standardization

• Raise change requests/ ideas to SME for identified system issues or changes, which would improve the efficiency or performance of the processes.
• Provide guidance/ clarification to End User/ relevant stakeholders to collect customer profiles, and customer data into Telikos platform and relevant systems.
• Standardize operation process with excellence and LEAN; consider and propose the process for exceptional handling if any.
• Manage and document all the exceptional handling.

Digitalization

• Act as first-level escalation and support for End Users to resolve issues, and raise/work with SNOW if needed.
• Be as the counterpart of SME for applications & processes.
• Onboard new users (in both technique and knowledge).
• Lead and/or manage data cleanup/ system error handling/ master data maintenance and monitoring in Telikos platform and relevant systems.
• Onboard/Implement new roll-out/features.

People Capabilities

• Customize and localize Customer/Vendor level training materials based on local requirements including: IOP, user manual, QRG, and product manual (Flow).
• Conduct application information sharing and training to end users.
• Upgrade user capability and adoption by training/sharing/testing.

Customer Centricity

• Be assistance of existing clients (testing, demo, UAT, training, transformation) on a need basis.
• Customer/Vendor onboarding (Refer to RACI).
• Support MIFA by providing guidance /clarification for end user/COE agent to collect customer MIFA.
• Support Procurement/Vendor Management to deliver training to external parties (Customers, Suppliers, Vendors).

Chức vụ: Nhân Viên/Chuyên Viên

Hình thức làm việc: Toàn thời gian

Quyền lợi được hưởng:

Yêu cầu bằng cấp (tối thiểu): Trung cấp - Nghề

Yêu cầu công việc:

• 2+ years of experience in similar roles in logistics and transportation companies. Candidates with experience in training new customers and vendors to use applications & systems will have an advantage.
• Strong problem-solving skills, and ability to translate issues into development opportunities.
• Flexibility, adaptability and change management skills.
• Result orientation mindset.
• Willingness to support a specialist network (SME/SU communities, FPO, application managers, technical teams, …).
• Self-learning skills, and proactiveness to learn from others.
• Ability to use technology to gather, analyze, and visualize data.
• Good communication and Presentation in English.
• Stakeholder management, project management.
• Good knowledge and interest in processes and systems of relevant products.
• Ability to explain technical information to non-technical people, and relay business requirements to technical people.
• Lean and continuous improvement mindset.
• Customer-centricity mindset.
• Willing to travel for business trips.

Yêu cầu giới tính: Nam/Nữ

Ngành nghề: Chăm Sóc Khách Hàng,Giám Sát Bán Hàng,Kinh Doanh/Bán Hàng