User Support

Serve as the first point of contact for users, including employees, managers, and administrators, who have questions or encounter issues with the workforce management system. Provide timely and effective support through various channels, such as phone, email, chat, or a helpdesk ticketing system.

Issue Resolution

Diagnose and troubleshoot system-related problems reported by users. Investigate issues related to scheduling, time tracking, pay rules, leave management, and other aspects of the system. Identify the root causes and work toward resolutions.

Technical Assistance

Assist users with technical aspects of the system, including login issues, password resets, and system navigation. Offer guidance on how to use system features effectively.

Documentation

Create and maintain user support documentation, including FAQs, user guides, and troubleshooting resources. Ensure that these materials are accessible and up to date.

Training

Provide basic training to users on how to perform common tasks within the workforce management system. Help users understand system functionalities, data entry procedures, and reporting options.

Escalation

Escalate complex or unresolved issues to higher-level support or system administrators when necessary. Collaborate with IT teams or vendors to address technical challenges.

User Feedback

Gather feedback from users about their experiences with the workforce management system. Document user suggestions, complaints, and feature requests, and share this feedback with relevant teams for system improvement.

System Updates

Stay informed about system updates, patches, and new features. Test and validate system changes before implementation to ensure they do not negatively impact user experience.

Data Management

Assist with data management tasks, such as data validation, data entry, and data correction within the system. Ensure data integrity and accuracy.

Compliance Support

Provide guidance to users on how to use the system in compliance with labor laws, industry regulations, and internal policies. Ensure that the system enforces compliance rules.

Reporting Assistance

Help users generate standard reports and analytics from the system. Assist with custom report requests and explain how to interpret and use the data for decision-making.

User Access Management

Manage user accounts, permissions, and access levels within the system. Ensure that users have the appropriate access rights based on their roles and responsibilities.

System Monitoring

Monitor system performance and usage patterns to identify potential issues or areas for improvement. Proactively address emerging problems and suggest optimizations.

Vendor Relations

Establish and maintain a positive relationship with the workforce management system vendor or service provider. Collaborate with the vendor for technical support and issue resolution.

Training Coordination

Coordinate and schedule user training sessions conducted by trainers or consultants. Ensure that users have access to training resources and materials.

Quality Assurance

Participate in quality assurance and testing activities, such as user acceptance testing, to validate system functionality and performance.

Feedback Loop

Establish a feedback loop with system administrators, consultants, and stakeholders to communicate user needs and issues, and contribute to system improvements.