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Agriculture and Food Authority- AFA, Kenya Institute of Mass Communication, Kenyatta University Teaching, Referral and Research Hospital (KUTRRH), Mogo Kenya Limited , Oasis OutsourcingProfession (Entry and Basic-level)
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Industry (Entry and Basic-level)
Agriculture, fishing, forestry,Automotive,Banking, microfinance, insurance,Beauty, cosmetics,Communications, media, radio, tv,Computers, software development and services,Construction, renovation, maintenance,Consulting, business support, auditing,Data/Research,Education, academic,Electronics,Energy, utilities, environment,Finance & FinTech,Financial Services,Governmental,Health care, medical,Housekeeping, maintenance,Human resources, talent development, recruiting,Manufacturing,Marketing, advertising,Non-profit, social work,Outsourcing, leasing,Real estate,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Security,Telecommunications,Textile, fashion,Transportation, logistics, storage,
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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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