Functional Support Specialist
FreeBalance, Sierra Leone

• 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 amp; 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.

• Experience supporting one or more core business areas, including Public Financial Management, Government Treasury Management, Government Receipts Management, Government Performance Management, Public Expenditure Management, Civil Service Management.
• Bachelor's degree or equivalent in Accounting, Finance, Business, Management Information Systems or other related field or comparable work experience.
• Ability to multitask and perform effectively under pressure with multiple priorities and deadlines.
• Customer case management skills including attention to detail, focus, and good judgment.
• Demonstrated analysis and problem-solving skills and software troubleshooting expertise.
• Understanding of enterprise application architecture and functional requirements.
• Previous experience at a software company and experience supporting ERP solutions.
• The successful candidateMUSTbe able to speak, read, and write English fluently. Other languages considered an asset.

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