Software Implementation and Support Officer (Non-Technical)

We are seeking a driven and customer-focused Software Implementation and Support Officer to join our dynamic team. In this role, you will play a vital part in bridging the gap between our software solutions and our clients. You will oversee the end-to-end software deployment process for new clients and deliver top-tier technical and application support to existing users. Key Responsibilities:Implementation & TrainingCoordinate with clients to gather requirements and configure the HRIS platform accordingly.Assist in system setup, data migration, and module customization (e.g., payroll, attendance, leave, performance).Conduct User Acceptance Testing (UAT) and troubleshoot implementation issues.Deliver end-user training (onsite or remote) and prepare user manuals or training documentation.Document client-specific configurations and customizations.Client Demo & Pre-Sales SupportCollaborate with the Sales Team to deliver tailored product demonstrations to potential clients.Address pre-sales technical questions and support solution design based on client needs.Provide input on solution proposals and implementation timelines during the sales cycle.Post-Deployment Support & TroubleshootingAct as the primary contact for client support after system go-live.Identify, document, and resolve issues related to software functionality, access, or data accuracy.Collaborate with internal development and QA teams to escalate and resolve bugs or feature requests.Track and follow up on open issues until closure, ensuring timely resolution.Client Relationship & EngagementMaintain proactive communication with clients to ensure system usage and satisfaction.Conduct periodic check-ins and support clients in maximizing value from the HRIS platform.Collect user feedback and share insights for continuous product improvement.Internal Collaboration & Process ImprovementLiaise with Product, QA, and Development teams to ensure smooth implementation and support.Maintain detailed records of client interactions, system configurations, and issue resolutions in CRM or support systems.Participate in the ongoing improvement of internal tools, processes, and knowledge-sharing practices.