Functional Support Specialist Job at FreeBalance

Organisation:
FreeBalance
About
FreeBalance
:
FreeBalance helps
governments around the world leverage robust Government Resource Planning (GRP)
technology to accelerate country growth. FreeBalance software solutions for
public financial and human resource management support reform and modernization
to improve governance, transparency and accountability. Good governance is
required to improve development results. Make a difference in this world and
join FreeBalance!
We’re looking for people
who want to drive the bus, not ride the bus. We’re looking for strategic
thinkers and overachievers who absorb customer problems and articulate
thoughtful creative solutions. And, FreeBalance is growing in the exciting
Government Resource Planning (GRP) market. Apply your skills on the world stage
and do well by doing good.
If you are interested in
the role below and are ready for the adventure of your professional life,
please contact us.
Job
Summary
: As a Functional
Support Specialist you will have the opportunity to contribute to our on-going
success by delivering quality and timely services during and post
implementation of our products to our customers for all project deployments.
This position provides first line support to our customers and provides the
opportunity to learn new technologies and enterprise applications in delivering
better service to our government customers.
Key
Duties and Responsibilities:
·        
Answer
clients’ product-related questions and concerns over the phone FreeBalance
Customer Portal, by email, or in person.
·        
Resolve
issues with clients or jointly with members of functional and or technical
teams. Clients’ issue resolution:
·        
Develop
test cases, create test data and gather results and/or statistics to allow for
analysis of issues, leading to satisfactory resolutions.
·        
Interact
with Developers to understand product functional and technical operations and
participate in cross functional meetings, as required, to resolve clients’
issues.
·        
Monitor
and analyze test data and/or results to identify incorrect behavior and
potential causes
·        
Isolate
and reproduce errors and identify causes
·        
Enter
clients’ issues into internal systems and produce associated reports for action
by members of functional or technical teams and follow up
·        
Develop
and maintain testing documentation with test case descriptions, expected and
actual specifications and results.
·        
Issue
status reports to manager describing issues and results.
·        
Participate
in meeting to review clients’ issues and assignment of priority.
·        
Participate
in cross-functional meeting, if required, to resolve clients’ issues or new
product release.
·        
Troubleshoot
and analyze customer issues either on site or at the various FreeBalance
offices worldwide.
·        
Maintain
internal support systems and actively interface with customers through regular
customer engagement meetings as well or in implementation services.
·        
Travel
as required internationally
·        
Other
duties as assigned.
Qualifications,
Skills & Experience:
·        
University
degree in Business Administration, Commerce and Human Resource Management.
·        
Knowledge
and or background with a solid understanding of Human Resource Management
including employee management, recruitment, performance appraisal, and payroll.
·        
Demonstrate
previous experience supporting customers for translating business issues and
providing solutions by writing specifications for the technical team
·        
Experience
using CRM tools to resolve customer issues
How
to apply:
To express interest in this
position, please send us an email at 
hr@freebalance.com with your cover letter and resume
in English. We thank all applicants for their interest; however, only those
selected for an interview will be contacted.
Deadline: 24th
May 2013
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