SaaS Technical Solutions Support Officer - ERP

Principle Accountabilities Manage onboarding, implementation, and configuration of the Bank’s SaaS digital solutions for new customers. Provide first-line technical support, troubleshoot user issues, and ensure timely resolution or escalation of incidents. Conduct system training for clients, administrators, and end users to drive effective adoption and usage. Monitor system performance, customer tickets, and service requests to maintain high service standards and uptime. Work closely with SaaS Digital Solutions Distribution Officers to ensure smooth handover from sales to implementation. Maintain regular customer engagement to support renewals, retention, and ongoing satisfaction with the solutions provided. Document support issues, implementation progress, customer feedback, and recurring trends for continuous improvement. Liaise with internal technology teams and external vendors to resolve technical issues, deploy updates, and enhance product functionality. Key Competencies and Skills SaaS & ERP Systems Knowledge Technical Support & Troubleshooting Systems Implementation & Configuration Basic IT Infrastructure Knowledge Minimum Qualifications, Knowledge 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.