Technical Support Executive

Key Responsibilities

System Implementation and Configuration

Set up and configure business applications in cloud or hybrid environments. Configure systems based on client business workflows and requirements. Migrate and import client data using spreadsheets or data entry procedures. Perform system readiness checks before handover to clients. Conduct implementation activities on site or remotely across Ghana, Africa, and other regions.

Technical Support and Troubleshooting

Provide first and second level support for business applications. Diagnose and resolve functional and technical issues across cloud, server, and client environments. Analyze client data structures and logs to identify root causes and propose appropriate solutions. Support software updates, license management, configuration changes, and version rollbacks. Collaborate with clients to clarify issues, provide explanations, and help them use the system more effectively. Participate in on site support visits when required.

User Training and Enablement

Deliver training sessions for new users and existing clients. Provide refresher sessions for internal staff to keep teams knowledgeable. Guide clients on best practices for using business applications to generate accurate operational and management reports.

Documentation and Knowledge Base Development

Prepare e manuals, technical guides, and release notes. Develop digital training content such as video walkthroughs and tutorial snippets. Update internal knowledge bases and support documentation to improve team efficiency.

Collaboration with Product Developers

Liaise with external and internal developers for issues that require escalation. Track escalated cases and ensure timely resolution. Provide feedback on recurring issues and improvement opportunities.

Support for Custom Development and Quality Assurance

Work with developers to support custom features or application extensions. Participate in testing cycles, review functional performance, and validate new releases. Join client or vendor meetings to represent Powersoft System and ensure alignment on technical solutions.

Required Skills and Attributes

Strong analytical and problem solving abilities. Ability to take initiative and work independently without constant supervision. Familiarity with cloud environments and modern system deployment practices. Good understanding of data structures, spreadsheets, and basic databases. Excellent communication and client engagement skills. Ability to learn new technologies quickly. Strong documentation and presentation skills.

Qualifications

Degree in Computer Science, Information Technology, or related field. Experience in technical support, system administration, or software implementation is an advantage. Knowledge of cloud based systems or modern deployment tools is a plus.

Location : Accra, Ghana (Hybrid role, field visits required)