Job Description

Job Summary

• Provide front-line technical and functional support to users of the Collaborator Foundation System.
• Troubleshoot and resolve system-related issues in collaboration with technical and development teams.
• Deliver tailored end-user training and onboarding sessions, both remotely and onsite when required.
• Translate client needs into support tickets, enhancement requests, or configuration changes.
• Analyse current system usage and business processes to identify inefficiencies or improvement areas.
• Recommend system enhancements or new business processes that align with client objectives and product capability.
• Assist in documenting use cases, process flows, user guides, and support knowledge base articles.
• Escalate complex issues appropriately and track resolution progress.
• Provide feedback to the product and development teams based on user experience and recurring support trends.
• Stay up to date with product features, updates, and industry best practices to advise clients effectively.

Key Competencies:

• Strong interpersonal and communication skills with a customer-first mindset.
• Analytical thinking and the ability to translate user feedback into actionable insights.
• Confident presentation and training delivery skills.
• Proactive approach to identifying system improvements and proposing enhancements.
• Ability to manage multiple support requests and prioritize based on impact.
• Team-oriented with a willingness to learn and adapt in a dynamic environment.

Qualifications and Experience:

• Diploma or Bachelor's degree in Information Systems, Computer Science, Business Analysis, or a related field.
• 1-3 years experience in software support, application consulting, or a client-facing IT role.
• Previous exposure to business systems or workflow platforms
• Experience delivering end-user training, workshops, or onboarding sessions.
• Solid understanding of business processes and the ability to identify areas for optimisation or automation.
• Familiarity with basic SQL and system configuration tools is advantageous.

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