ERP Helpdesk Support

With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

Requirements:
- Fluent English;
- 1 to 2 years experience as an IT support for an ERP (JDE highly appreciated) OR 2 to 4 years experience as an advanced user in JDE Customer Service modules;
- Service Oriented;
- Calm & patient;
- Team player;
- Adaptability to changing context and priorities;
- Handle easily scope and context changes with different scale and/or frequency;
- Adapt its planning and capacity in case of new priority or emergency;
- Deal with stressful situations;
- Ability to communicate and report to the right level at the right time;
- Raise alert and escalate when needed;
- Knows how to say no end explain why;
- Reliable and responsible;
- Ability to maintain IT documentations & train people;
- At ease with multicultural environment: able to get along with people of different cultures, origins and lifestyles;
- On rare occasions, available for Business Trips (mainly over Europe).

- Make sure all tickets are managed on time and with quality, following the Service Level Agreement defined with Business and the Best Practices defined by the Solution Experts. If needed, redefine priorities on tickets with users;
- Raise alerts to Support Manager in case of system disrupcy;
- Inform the coordinator about recurrent tickets in order to design an action plan to solve them for good;
- Write documentation (quickcards, Q&A, Solution files on usual tickets) and make it validated by Solution Experts and/or Coordinator;
- Liaise with Coordinator in order to validate continuous improvement process. Identify lacks or needs of training from end user tickets. Liaise with Click&Learn coordinator to update user documentation when needed;
- Regular follow-up and rating of KPI's for tickets;
- Deliver and update support documentation.

Benefits:

- A competitive salary package;
- A working environment that allows a balance between personal and professional life;
- The possibility of building a career in a multinational company which is in a full progress;
- Meal tickets;
- Unlimited contract;
- Team buildings;
- Transport Allowance.

Job Code: 180516ME