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HF Group
SaaS Technical Solutions Support Officer - ERP
Nairobi • Kenya
Closed for applications
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HF GroupProfession (Banking, microfinance, insurance, Entry and Basic-level)
Industry (Information technology, software development, data, Entry and Basic-level)
Seniority (Information technology, software development, data, Banking, microfinance, insurance)
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HF Group
Banking + 2 more
Description
Minimum Qualifications, Knowledge and Experience
- Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related field from a recognized institution.
- At least 1–3 years’ experience in technical support, systems implementation, customer service, or SaaS product support, preferably in banking, fintech, ERP, or technology environments.
- Practical knowledge of software applications, user support, troubleshooting, system configuration, and basic networking/database concepts.
- Strong communication, training, and stakeholder management skills with the ability to support non-technical business clients effectively.
- Proficiency in Microsoft Office tools, helpdesk/ticketing systems, and the ability to manage multiple priorities within agreed service levels.
Responsibilities
- Manage onboarding, implementation, and configuration of the Bank’s SaaS digital solutions for new customers.
- Provide first-line technical support, troubleshoot user issues, and ensure timely resolution or escalation of incidents.
- Conduct system training for clients, administrators, and end users to drive effective adoption and usage.
- Monitor system performance, customer tickets, and service requests to maintain high service standards and uptime.
- Work closely with SaaS Digital Solutions Distribution Officers to ensure smooth handover from sales to implementation.
- Maintain regular customer engagement to support renewals, retention, and ongoing satisfaction with the solutions provided.
- Document support issues, implementation progress, customer feedback, and recurring trends for continuous improvement.
- Liaise with internal technology teams and external vendors to resolve technical issues, deploy updates, and enhance product functionality.
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