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 & Training

• Coordinate 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 Support

• Collaborate 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 & Troubleshooting

• Act 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 & Engagement

• Maintain 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 Improvement

• Liaise 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.

Qualifications:

• Bachelor’s degree in IT, Computer Science, Business Information Systems, or related field.

• 1–3 years of experience in software implementation, customer support, or system administration (HRIS experience preferred).

• Familiarity with HR processes (attendance, payroll, leave, recruitment, etc.) is a strong advantage.

• Excellent communication and presentation skills (Nepali and English).

• Problem-solving mindset with client-oriented thinking.

• Ability to manage multiple client projects and deadlines simultaneously.

• Basic understanding of databases or query tools is a plus.