Principle Accountabilities

• 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.

Key Competencies and Skills

• SaaS & ERP Systems Knowledge
• Technical Support & Troubleshooting
• Systems Implementation & Configuration
• Basic IT Infrastructure Knowledge

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.