Technical Support Executive (Hybrid)

Key Responsibilities

System Implementation and Configuration

• Set up and configure business applications in cloud or hybrid environments.
• Configure systems based on client business workflows and requirements.
• Migrate and import client data using spreadsheets or data entry procedures.
• Perform system readiness checks before handover to clients.
• Conduct implementation activities on site or remotely across Ghana, Africa, and other regions.

Technical Support and Troubleshooting

• Provide first and second level support for business applications.
• Diagnose and resolve functional and technical issues across cloud, server, and client environments.
• Analyze client data structures and logs to identify root causes and propose appropriate solutions.
• Support software updates, license management, configuration changes, and version rollbacks.
• Collaborate with clients to clarify issues, provide explanations, and help them use the system more effectively.
• Participate in on site support visits when required.

User Training and Enablement

• Deliver training sessions for new users and existing clients.
• Provide refresher sessions for internal staff to keep teams knowledgeable.
• Guide clients on best practices for using business applications to generate accurate operational and management reports.

Documentation and Knowledge Base Development

• Prepare e manuals, technical guides, and release notes.
• Develop digital training content such as video walkthroughs and tutorial snippets.
• Update internal knowledge bases and support documentation to improve team efficiency.

Collaboration with Product Developers

• Liaise with external and internal developers for issues that require escalation.
• Track escalated cases and ensure timely resolution.
• Provide feedback on recurring issues and improvement opportunities.

Support for Custom Development and Quality Assurance

• Work with developers to support custom features or application extensions.
• Participate in testing cycles, review functional performance, and validate new releases.
• Join client or vendor meetings to represent Powersoft System and ensure alignment on technical solutions.

Required Skills and Attributes

• Strong analytical and problem solving abilities.
• Ability to take initiative and work independently without constant supervision.
• Familiarity with cloud environments and modern system deployment practices.
• Good understanding of data structures, spreadsheets, and basic databases.
• Excellent communication and client engagement skills.
• Ability to learn new technologies quickly.
• Strong documentation and presentation skills.