The Product Support Specialist (Implementation) is responsible in leading and collaborating with the Implementation Team in managing the end to end implementation and deployment of business solutions and systems.
Handles new projects and provides assistance by educating clients about the product; provides after sales support both via remote and onsite.
Staging / Project Management and Requirement Scoping
Collaborates with client to clearly identify the necessary and fit business solutions (Pre-sales).
Conducts scope analysis, customization, necessary system integration and ensure to have documentation.
Mediate between client and Development team to clearly draw and meet operational requirements.
Ensure that all System component are properly following client requirements without compromising the standard features.
Create staging checklist of products.
Perform installation, configuration, full unit and system testing to ensure its alignment with clients’ operational requirements.
Performs audit to identify unnecessary details vis a vis to client's request to see if systems are properly functioning.
Conducts and oversee training of end-users.
Provides technical direction to Field system engineer when necessary.
Review and analyze data necessary for documentation which includes correspondence, user manual, test documentation and other related communication letter for future reference.
Collaborate with Field System Engineer (FSE) in the staging and commissioning process.
Create proper commissioning checklist and processes to use as reference for future commissioning of product and projects.
Manage the actual delivery of all projects.
Monitors the actual roll-out of the whole system implementation processes.
Evaluates and recommends improvement of protocols or SOP in performing actual implementation.
System and Product Support
Assist the client and provides onsite support whenever necessary and collaborate with immediate superior other possible solutions on encountered issues.
Graduate of Bachelor’s Degree in Information Technology, Computer Science, Business Administration or any Business-related courses.
Experience handling Accounting or Business-related systems is and advantage.
Work experience related to Project Management and customer support services is an advantage.
With hands-on experience with testing, commissioning, installation, implementation, and project scoping and staging.
Knowledge in incident and problem management is an advantage.
Possess strong working knowledge of computer systems, software and hardware.
Can work in a high-pressure environment.
Can handle multiple projects and implementation.
Willing to go on extra mile to finish certain task
With a strong problem-solving and analytical skills.
Team player, flexible and dependable.
Well-oriented in all facets of customer care services and has the ability to work well with people inside and outside of the organization.