Goal of position
• Maximize client satisfaction by fulfilling their requests, solving their problems efficiently and supporting them through effective guidance / trainings
Ensure project delivery and successful implementations in a timely manner
Tasks and Responsibilities
• Implementation and setup and configuration of the applications of VESTIO at the client site and at the company platform
• Conduct application support, data support and technical support
• Data migration (legacy data) from existing system at the clients’ site
• Data validation & reconciliation with old systems of results post migration to the new system
• Implement integrations with different ERP systems (Dynamics, IMAL, Oracle, etc.) or trading system
• Provide training in Arabic and English for customers and determine the material needed for client training in coordination with management
• Follow up with clients after training to ensure optimal training results
• Communicate with clients frequently and even sometimes during days off
• Solve problems and find workaround solutions on the spot (suggest change on an SP – link an excel to the DB – create a form inside excel and connect it to the DB – etc.)
• Respond to tickets and elaborate responses (using screenshots and diagrams and scenarios)
• Support the QA department to create their scenarios when technical skills are needed
• Help in documentation of the products including release notes and provide analysis when needed
• Handle direct contact with clients after sale
• Receive customer complaints calls and check if they can be resolved via phone
• Visit clients to solve problems and complaints if the problem couldn’t be resolved over the phone, and perform analysis and requirement gathering when needed.
• Write reports concerning problems and their solutions (in case they got solved), or report them to development in case there was a bug in the software
• Modify applications’ reports upon request
• Create a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems
• Communicate with clients throughout the software customization process to obtain feedback and approval
• Create a specialized document for each client, detailing all customizations made and prepare release notes as well.
• Support business development with pre-sales content.
Job Specifications
- Qualifications: Bachelor's degree in Computer Science, Engineering, Computer Information Science, Information Technology, or a related field
- Experience: 4 years of experience in ERP and/or financial sector and related fields
4 years of experience in an equivalent job position and project management
- Skills:
· Web server, Network basis, Windows server, SQL Server and Crystal Report