Functional Support Specialist - FreeBalance

Functional Support Specialist

 FreeBalance
Closing date: 24 May 2013

FreeBalance is making a difference in the world. Software solutions from FreeBalance help governments around the world achieve new levels of accountability and transparency to accelerate country growth.

We're looking for people who want to drive the bus, not ride the bus. We're looking for strategic thinkers and overachievers who absorb customer problems and articulate thoughtful creative solutions. And, FreeBalance is growing in the exciting Government Resource Planning (GRP) market. Apply your skills on the world stage and do well by doing good.

If you are interested in the role below and are ready for the adventure of your professional life, please contact us.

As a Functional Support Specialist you will have the opportunity to contribute to our on-going success by delivering quality and timely services during and post implementation of our products to our customers for all project deployments. This position provides first line support to our customers and provides the opportunity to learn new technologies and enterprise applications in delivering better service to our government customers.

Main Responsibilities: • Answer clients’ product-related questions and concerns over the phone FreeBalance Customer Portal, by email, or in person. • Resolve issues with clients or jointly with members of functional and or technical teams. • Clients’ issue resolution: • Develop test cases, create test data and gather results and/or statistics to allow for analysis of issues, leading to satisfactory resolutions. • Interact with Developers to understand product functional and technical operations and participate in cross functional meetings, as required, to resolve clients’ issues. • Monitor and analyze test data and/or results to identify incorrect behavior and potential causes • Isolate and reproduce errors and identify causes • Enter clients’ issues into internal systems and produce associated reports for action by members of functional or technical teams and follow up • Develop and maintain testing documentation with test case descriptions, expected and actual specifications and results. • Issue status reports to manager describing issues and results. • Participate in meeting to review clients’ issues and assignment of priority. • Participate in cross-functional meeting, if required, to resolve clients’ issues or new product release. • Troubleshoot and analyze customer issues either on site or at the various FreeBalance offices worldwide. • Maintain internal support systems and actively interface with customers through regular customer engagement meetings as well or in implementation services. • Travel as required internationally • Other duties as assigned.

Education and Experience: • University degree in Business Administration, Commerce and Human Resource Management. • Knowledge and or background with a solid understanding of Human Resource Management including employee management, recruitment, performance appraisal, and payroll. • Demonstrate previous experience supporting customers for translating business issues and providing solutions by writing specifications for the technical team • Experience using CRM tools to resolve customer issues

This is a full-time permanent position based in Uganda.

About FreeBalance FreeBalance helps governments around the world leverage robust Government Resource Planning (GRP) technology to accelerate country growth. FreeBalance software solutions for public financial and human resource management support reform and modernization to improve governance, transparency and accountability. Good governance is required to improve development results. Make a difference in this world and join FreeBalance!

How to apply:
To apply for this position, please send us an email at hr@freebalance.com with your cover letter and resume in English. We thank all applicants for their interest; however, only those selected for an interview will be contacted.