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Post: Functional Support Specialist
Career categories: Administration/HR
Country: Uganda
Organisation: FreeBalance
Job years of
experience: 10+ years
About this Job
FreeBalance is making a difference in the world. Software
solutions from FreeBalance help governments around the world achieve new levels
of accountability and transparency to accelerate country growth.
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.
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.
Main 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.
Education and
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
This is a full-time permanent position based in Uganda.
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!
How to apply:
To apply for 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.
Job ID: #565612
Closing date: 24 May 2013
