Implementation Specialist

Job Title: Implementation and support officer

Sector: Technology

Employment Type: Full-Time

Location: Amman, Jordan

Background/Balador Summary

Balador has revolutionized how people spend their time and how businesses deliver essential services. It is an intelligent cloud-based Customer Journey Management, that provides visibility on the queue situation in shops. Through a mobile app, users can choose the requested service, book a ticket or an appointment virtually, and avoid waiting or queuing in lines at the service centers.

Balador aims to simplify the way people use services by its motto "Life Unqueued”

Your Key Responsibilities

1. Collaborate with clients to understand their requirements and customize the implementation plan accordingly.

2. Coordinate and oversee the implementation process, ensuring all tasks are completed on time.

3. Conduct system testing and troubleshoot any issues or bugs that may arise during the implementation phase.

4. Provide training and support to clients, ensuring they are familiar with the system and its functionalities.

5. Act as the primary point of contact for client inquiries and support requests related to the system.

6. Assist clients in troubleshooting technical issues, providing timely and effective solutions.

7. Regularly monitor system performance and proactively identify any potential issues or areas for improvement.

8. Maintain a comprehensive knowledge base and documentation of common support issues and their resolutions.

9. Keep clients informed about system updates, new features, and enhancements.

10. Collaborate with the sales team to identify upsell and cross-sell opportunities based on client needs and requirements.

11. Provide ongoing support and guidance to clients, ensuring they are maximizing the value of the system.

Required Experience/qualification/Skills:

Experience:

1. Previous experience in a similar role, such as implementation, customer support, or technical support, preferably in a software or technology-related field.

2. Familiarity with implementation methodologies and best practices.

3. Experience in managing client relationships and providing high-quality customer service.

Qualifications:

1. A bachelor's degree in computer science, information technology, or a related field is typically required. Equivalent work experience may also be considered.

Skills:

1. Strong technical aptitude and the ability to quickly learn and understand software systems.

2. Proficiency in troubleshooting technical issues and providing effective solutions.

3. Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.

4. Strong problem-solving skills and the ability to think analytically.

5. Exceptional organizational and time management skills, with the ability to manage multiple tasks and priorities.

6. Attention to detail and a commitment to delivering high-quality work.

7. Strong interpersonal skills and the ability to build rapport and establish positive relationships with clients.

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