Product Implementation & Support Officers at Willers Solutions

Industry: Fintech
Budget: 150k-200k

Key Role: To ensure that all software project outlines/timelines and implementation processes are met and are suitable to customer's requirements and business environment. 

Summary Of Responsibilities:

• Executes implementation project plans, at the direction of the Supervisor, based on customer needs, resources, and timelines as part of a project team.
• Performs installation, configuration/deployments etc as required.
• Ensures customer satisfaction in a friendly and courteous manner.
• Maintains customer records by updating account information and task status and liaise with the Supervisor. 
• Continually investigates product and gains industry knowledge to improve performance and skill set.
• Contributes to team effort by ensuring the highest possible level of customer fulfilment.
• Assists product team in predicting project risks and assists in Root Cause Analysis that may threaten the success of the project.
• Collaborates with several teams (e.g. SD, QA, BDG) to achieve a common goal of solving customer problems and enhancing the company’s products
• Assist with other professional service team member's implementations, and perform troubleshooting. 
• Shares knowledge with other people in writing technical documents and enlarge the knowledge database.
• Logs all incidents, service request and application related issues accordingly in a timely manner.
• Provides support of new applications and solutions roll-out.
• Conducts users’ trainings. 
• Any other assigned duties from time to time.

Essential Skills 

• Ability to work as a member of a multi-discipline professional team working in a multi-cultural environment.
• Ability to convey findings, ideas and opinions in a convincing manner in all written material (spoken and written).
• Ability to apply relationship skills including tact and discretion.
• Ability to make effective presentation. 
• Excellent organizational, analytical, and problem-solving skills.
• Proficient in the use of SQL and Database reporting tools.
• Good analytical and problem-solving skill.
• Understanding basic project management methodologies. 
• Customer’s relationship management skill.

Knowledge Requirements:

• First degree and preferably with a relevant professional qualification.
• Master’s degree will be an added advantage.
• Excellent oral and written communication skills.
• Demonstrates organizational skills while working on project.
• Understanding of technical designs, database structures, and specifications, with an ability to assist in transforming abstract customer needs into system solutions.
• Analytical and software management skills including ability to understand and interpret customer business needs.
• Ability to independently research and learn new technologies.
• Possession of both technical & business process analysis experience in medium to large scale Projects