Hytech is a leading fintech company specializing in cutting-edge financial technology solutions. Our innovative platforms and applications empower clients to manage their finances efficiently, securely, and with unparalleled convenience. As a market leader in the fintech space, we are committed to driving digital transformation and shaping the future of financial technology.

Our passion for connecting the dots goes beyond technology. We foster an inclusive culture that values collaboration and knowledge-sharing among team members, clients, and partners. Together, we harness the power of connection to inspire innovation, drive growth, and build a better future for the fintech industry.

Join us at Hytech as we continue our journey of connecting the dots and paving the way to success for our clients and partners. Let's embark on a collaborative adventure exploring new possibilities, driving innovation, and navigating the exciting digital landscape together.

Role and Responsibilities

Routine System Management:

Lead the configuration and optimization of systems and workflows to align with business needs. Establish robust change management processes to ensure system updates are implemented smoothly and with minimal disruption.

Stakeholder Engagement:

Collaborate closely with internal stakeholders to gather feedback, resolve issues, and implement continuous system improvements.

Data-Driven Optimization:

Analyze fallback rates, resolution rates, system utilization, and user feedback to enhance system performance and improve automation efficiency.

Innovation Ownership:

Initiate and lead projects related to system integrations, automation enhancements, and the exploration of technical solutions that improve user efficiency and satisfaction.

Key Projects Support & Collaboration:

Partner with internal and external teams to explore new initiatives such as RPA, NLP optimization, AI model training, and other key projects assigned by management.

Problem Solving:

Investigate and resolve system issues, including access problems and workflow challenges. Manage system outages and implement necessary fixes or workarounds.

Internal Enablement:

Educate and support teams across the organization to enhance their ability to use systems effectively. Conduct training sessions, provide ongoing support, ensure adherence to quality standards and data integrity, and maintain comprehensive documentation for configurations, customizations, and issue resolutions.

Qualifications and Requirements

Bachelor's degree in Business, Computer Science, Communications, or a related field (preferably with Data Analytics or Business Intelligence background).
3+ years of experience with CRM software applications/products, with strong technical knowledge. Experience in SaaS/Cloud software setup and optimization. Familiarity with common ticketing systems such as Freshdesk and Zendesk.
Strong analytical abilities, project management skills, and cross-functional interpersonal capabilities.
Ability to thrive in a fast-paced, high-volume environment, particularly within the fintech industry, while adapting to evolving user needs.
Knowledge of chatbots, AI, or RPA is a plus.

What We Offer

Easy access to public transportation (LRT & KTM).
Transportation allowance.
Corporate insurance coverage, including dental, optical, and outpatient claims.
Gym and fitness claims.
Ongoing training and development opportunities.
Exposure to exciting projects that support career growth and professional development.

System Management Specialist (Zendesk)