Systems Support Analyst – ASIGMA Uganda

October 30, 2023

Job Title: Systems Support Analyst

Organization: ASIGMA

Location: Kampala

Roles and responsibilities:

Client Onboarding: Facilitate the onboarding process for new clients, ensuring they have a smooth transition into our software systems. This includes configuring user accounts, setting up data, and assisting with system integration as needed.
Training and Education: Develop and deliver training materials and sessions for clients, helping them understand and use our software effectively. Customize training plans to meet individual client needs.
Technical Support: Provide ongoing technical support to clients, including troubleshooting issues, resolving software-related problems, and ensuring their questions are answered promptly and accurately.
Client Relationship Management: Establish and maintain positive relationships with clients, serving as a point of contact for any questions or concerns they may have. Act as an advocate for clients within the company.
Documentation: Create and maintain comprehensive documentation, including user guides, FAQs, and knowledge base articles, to assist clients in utilizing the software effectively.
Collaboration: Work closely with the development team to identify and communicate client needs and contribute to product improvements based on client feedback.
Data Analysis: Analyze client data and usage patterns to identify areas of improvement and recommend enhancements to optimize the user experience.

Minimum qualifications:

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
Proven experience in client onboarding, training, and technical support for software systems.
Excellent communication and interpersonal skills with the ability to convey technical concepts to non-technical users.
Strong problem-solving skills and the ability to think critically.
Knowledge of software development processes and an understanding of programming languages and database systems.
Customer-focused with a dedication to providing outstanding client support.
Highly organized, with the ability to manage multiple clients and tasks simultaneously.
Self-motivated and able to work independently as well as part of a team.