Information TechnologyFull-TimeJunior-level(1-2 yrs)
Job Description
HF Group is seeking a SaaS Technical Solutions Support Officer - ERP to manage the onboarding, implementation, and configuration of the Bank’s SaaS digital solutions for new customers. The role involves providing first-line technical support, troubleshooting user issues, and ensuring timely resolution or escalation of incidents. You will also conduct system training for clients and administrators to drive effective adoption and maintain high service standards.
Key Responsibilities
Implementation & Onboarding: Manage onboarding, implementation, and configuration of the Bank’s SaaS digital solutions for new customers.
Technical Support: Provide first-line technical support, troubleshoot user issues, and ensure timely resolution or escalation of incidents.
User Training: Conduct system training for clients, administrators, and end users to drive effective adoption and usage.
Performance Monitoring: Monitor system performance, customer tickets, and service requests to maintain high service standards and uptime.
Collaboration: Work closely with SaaS Digital Solutions Distribution Officers to ensure smooth handover from sales to implementation.
Customer Retention: Maintain regular customer engagement to support renewals, retention, and ongoing satisfaction with the solutions provided.
Documentation: Document support issues, implementation progress, customer feedback, and recurring trends for continuous improvement.
Liaison: Liaise with internal technology teams and external vendors to resolve technical issues, deploy updates, and enhance product functionality.
Requirements
Minimum Qualifications 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.
Key Competencies and Skills
SaaS & ERP Systems Knowledge
Technical Support & Troubleshooting
Systems Implementation & Configuration
Basic IT Infrastructure Knowledge
How to Apply
Interested and qualified candidates should apply online through the HF Group career portal or via the application link provided on MyJobMag. Visit www.hfgroup.co.ke or click the apply button below.
How to Apply
Interested and qualified candidates should apply online by visiting the HF Group career portal.
