Product Support and Implementation Consultant (IT 01) at Werkie

About the Role

• This role ensures that clients can effectively use the software, workflows are correctly implemented, new releases are thoroughly tested, and reporting needs are met—all while acting as the client’s main point of contact for technical and process-related issues.
• You will be a proactive self-starter, with strong problem-solving skills to identify bottlenecks, implement solutions, and continuously improve processes.
• Strong business analysis, analytics, and Power BI skills are required, along with attention to detail and the ability to remember complex workflows and processes.

Key Responsibilities

Product Support & Client Assistance

• Provide day-to-day support for clients using the software
• Troubleshoot and resolve technical or functional issues
• Respond promptly and professionally to client queries
• 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 & Continuous Improvement

• Act as a bridge between clients and internal teams for system configuration and issue resolution
• Provide feedback from clients to support product improvements
• 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

Minimum Requirements

• 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
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Strong attention to detail, memory, and follow-through

Other Requirements

• Drivers license and own transport
• Overtime may be required
• Local or international travel may be required
• Customer-focused with the ability to manage multiple client relationships