Product Support & Implementation Consultant

Position: Product Support & Implementation Consultant )
Our client in the service industry is looking for a Product Support & Implementation Consultant. The successful consultant will be working with their customers (old and new) using the legal package. The company has developed extensive expertise by working closely with customers to refine systems and processes in order to develop purpose driven solutions in debt management and legal advice.

Duties and Responsibilities:

Product Support & Client Assistance
Provide day-to-day support for clients using the software
Troubleshoot and resolve technical or functional issues
Respond to client queries promptly and professionally
Maintain documentation of support cases and solutions for knowledge sharing
Workflow Design & Implementation
Configure and set up client-specific workflows in the software
Analyze client business processes and map them to system capabilities
Recommend workflow optimizations to improve efficiency and effectiveness
Ensure workflows align with business requirements and software best practices
Testing & Quality Assurance
Participate in testing of new releases, updates, or patches
Validate system functionality against business requirements
Identify, document, and communicate bugs or enhancement needs to the development team
Assist in regression testing and post-release validation
Reporting & Analytics
Build and maintain dashboards and reports using Power BI
Analyze system and client data to provide actionable insights
Generate standard and ad hoc reports for clients or internal stakeholders
Ensure data accuracy, integrity, and timely reporting
Client Onboarding & Training
Assist new clients during system implementation and onboarding
Provide training on workflows, reports, and key software features
Create user guides, training materials, and documentation
Stakeholder Collaboration
Act as a bridge between clients and internal teams for system configuration and issue resolution
Provide feedback from clients to support product improvements
Continuous Improvement
Identify opportunities to enhance system usability, client experience, and support processes
Recommend improvements to workflows, reporting, or support procedures
Stay up-to-date with product updates, features, and best practices

Required

Skills and Qualifications
Bachelor’s degree in Business, IT, Information Systems, or a related field
2+ years in product support, business analysis, or software implementation
Experience with workflow configuration and business process mapping
Strong Power BI skills for reporting and dashboard creation
Familiarity with testing and QA processes
Excellent problem-solving and analytical skills
Strong verbal and written communication skills
Customer-focused with the ability to manage multiple client relationships

Additional Requirements
Drivers License and Own Transport
Local / International travel may be required
Overtime will be required