FreeBalance is looking for a Functional Support Specialist to join its team in Freetown, Sierra Leone. The Functional Support Specialist will work directly with customers to provide application support for the company’s suite of Government Resource Planning (GRP) solutions. The ideal candidate will be an experienced customer support professional that can operate in a fast-paced environment.

Main Responsibilities:

• • Work with customers to understand requirements and issues and direct them to the proper solution in a timely manner using a centralized customer support system.
  • Reproduce errors, issues or bugs as a part of a case investigation to determine whether the case is a product issue, enhancement request or request for professional services.
  • Serve as point of contact for customer investigations and troubleshoot or solve basic and complex customer issues logged in the customer portal.
  • Provide knowledge transfer and training by sharing good practices and lessons learned with team members and contribute to the FreeBalance knowledge base.
  • Liaise with the local project team, research & development or other departments on complex issues and involve the appropriate people to support case resolution when required.
  • Work with other departments to produce and maintain technical, user, and training material in accordance with the company's documentation standards.
  • Provide regular reports to local project team and regional management on status of cases and recommended next steps for resolution. Escalate cases as required.

Qualifications:

• • Domiciled in Freetown
  • Undergraduate degree in Economics, Finance, Business Administration, Public Administration
  • 2-3 Years of support experience working supporting customers on a deployed Financial System and using CRM/Support Tools to engage with customers when troubleshooting and solving cases
  • Background in working with a live Financial System and ability to write use cases
  • Working with customers on gathering and interpreting requirements
  • Ability to work with MS Office and other productivity tools
  • Working with Government (any ministry level) would be considered an asset
  • Fluent in English, read, write and speak
  • Ability to travel upto 50%

We thank all applicants for their interest; however, only those selected for an interview will be contacted. FreeBalance is an inclusive employer dedicated to building a diverse workforce to increase the representation of the designated groups based on each country’s legislation. We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective labour law throughout all stages of the recruitment process.

FreeBalance is looking for a Technical Support Specialist to join its team in Freetown, Sierra Leone. The Technical Support Specialist will work directly with customers to provide technical support for the company’s suite of Government Resource Planning (GRP) solutions. The ideal candidate will be an experienced technical customer support professional that can operate in a fast-paced environment.

Main Responsibilities:

• • Work with customers to understand technical requirements and issues and direct them to the proper solution in a timely manner using a centralized customer support system.
  • Reproduce errors, issues or bugs as a part of a case investigation to determine whether the case is a product issue, enhancement request or request for professional services.
  • Serve as point of contact for customer investigations and troubleshoot or solve technical customer issues logged in the customer portal.
  • Provide knowledge transfer and training by sharing good practices and lessons learned with team members and contribute to the FreeBalance knowledge base.
  • Liaise with the local project team, research & development or other departments on complex issues and involve the appropriate people to support case resolution when required.
  • Work with other departments to produce and maintain technical documentation in line with company standards.
  • Provide regular reports to local project team and regional management on status of cases and recommended next steps for resolution. Escalate cases as required.

Qualifications:

• • Domiciled in Freetown
  • Undergraduate degree in computer Science, Engineering or like discipline
  • 2-3 Years of support experience working with any Enterprise Level System with demonstrated experience in using systems to resolve cases. EG; CRM/Support System User
  • Background in Database administration or Maintenance an asset
  • Experience in building reports using any tool
  • Ability to work with data models, Web applications an asset
  • Experience in supporting customers and troubleshooting problems is a must
  • Fluent in English, read, write and speak.
  • Ability to travel upto 50%

We thank all applicants for their interest; however, only those selected for an interview will be contacted. FreeBalance is an inclusive employer dedicated to building a diverse workforce to increase the representation of the designated groups based on each country’s legislation. We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective labour law throughout all stages of the recruitment process.