IT Product and Implementation Specialist - SaaS
- Location
- South Africa
- Contract
- Permanent
- Closing date
First listed . Last checked at source .
In brief
**Overview** This role is for an IT Product and Implementation Specialist - SaaS at Be Different, a company operating in the global payments industry. It offers an opportunity for an individual who enjoys problem-solving and direct customer interaction within a dynamic and rapidly evolving environment. The company seeks someone with initiative, diligence, and a commitment to delivering exceptional customer outcomes. **What you will do** * **Customer Experience & Support:** * Deliver exceptional customer support through timely, professional, and solution-focused communication. * Manage incoming customer support requests, including triage, issue replication, prioritisation, and coordination with Product and DevOps teams. * Keep customers informed throughout the lifecycle of support requests, implementations, and issue resolution. * Develop and maintain support documentation, user manuals, and standard operating procedures. * Prepare and deliver customer reporting, including SLA and operational performance reports. * Monitor customer support metrics and identify opportunities for continuous service improvement. * **Implementation & Configuration:** * Support the implementation of the platform for new and existing customers, including requirements gathering, configuration, and go-live support. * Occasionally work on-site with customers to understand business processes and help configure the platform accordingly. * Translate customer requirements into platform configuration, collaborating with the Product team where custom development is needed. * Support customers through testing, training, and cutover for a smooth transition to live operation. * **Release & Manual Testing Support:** * Assist with manual testing of new features, enhancements, and fixes before each weekly production deployment. * Help flag and triage any issues found during pre-production testing, feeding back into the weekly release cycle. * **Platform Tooling:** * Administer and continuously improve the use of platforms including Zendesk, Confluence, Datadog, Better Stack, and other internal tools. * Configure workflows, dashboards, and reporting to enhance team efficiency, customer visibility, and service delivery. * Identify opportunities to streamline processes, improve automation, and enhance tools supporting customers and internal teams. **Requirements (from the original advert)** * Customer support and/or implementation experience within a SaaS, technology, or financial services environment. * Some exposure to, or a strong interest in, configuring or implementing software for customers. * Experience using customer support and collaboration platforms such as Zendesk, Confluence, Datadog, or similar tools. * Experience working within Agile and/or DevOps environments. * Experience with manual testing of software releases, ideally within a regular deployment cycle. * Willingness to travel to customer sites occasionally. * *Ideally, the candidate must have:* * Experience in 1st and 2nd line support within an FX or payments environment. * A proven track record of managing end-to-end implementations, including requirements gathering and post-go-live support. * Some technical ability, comfortable investigating complex issues by searching logs and querying databases. **Who should apply** This role is suitable for someone who enjoys solving problems and working directly with customers in the dynamic global payments industry. The ideal candidate should possess initiative, diligence, and a genuine commitment to delivering exceptional outcomes for customers. Candidates should preferably have experience in 1st and 2nd line support within an FX or payments context, a proven track record of managing end-to-end implementations, and some technical ability for investigating complex issues. **Deadline** Not specified **Reference** Original posting: https://www.jobmail.co.za/jobs/finance-accounting/other-finance-accounting/south-africa/it-product-and-implementation-specialist-saas-id-7592146 Source: jobmail
Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.
At a glance
- Agile / Scrum
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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