Main Responsibilities:
- Work with customers to understand requirements and issues and direct them to the proper solution in a timely manner using a centralized customer support system.
- Reproduce errors, issues or bugs as a part of a case investigation to determine whether the case is a product issue, enhancement request or request for professional services.
- Serve as point of contact for customer investigations and troubleshoot or solve basic and complex customer issues logged in the customer portal.
- Provide knowledge transfer and training by sharing good practices and lessons learned with team members and contribute to the FreeBalance knowledge base.
- Liaise with the local project team, research & development or other departments on complex issues and involve the appropriate people to support case resolution when required.
- Work with other departments to produce and maintain technical, user, and training material in accordance with the company's documentation standards.
- Provide regular reports to local project team and regional management on status of cases and recommended next steps for resolution. Escalate cases as required.
Qualifications:
- Experience supporting one or more core business areas, including Public Financial Management, Government Treasury Management, Government Receipts Management, Government Performance Management, Public Expenditure Management, Civil Service Management.
- Bachelor's degree or equivalent in Accounting, Finance, Business, Management Information Systems or other related field or comparable work experience.
- Ability to multitask and perform effectively under pressure with multiple priorities and deadlines.
- Customer case management skills including attention to detail, focus, and good judgment.
- Demonstrated analysis and problem-solving skills and software troubleshooting expertise.
- Understanding of enterprise application architecture and functional requirements.
- Previous experience at a software company and experience supporting ERP solutions.
- The successful candidate MUST be able to speak, read, and write English fluently. Other languages considered an asset.
Skills Required
- Experience supporting Public Financial Management or related areas
- Bachelor's degree or equivalent in relevant fields
- Customer case management skills and attention to detail
- Demonstrated analysis and problem-solving skills
- Understanding of enterprise application architecture
- Previous experience supporting ERP solutions
- Fluency in English
What We Do
FreeBalance is a purpose-led organisation dedicated to improving citizen wellbeing around the world. Our Public Financial Management (PFM) and GovTech solutions, advisory services and training deliver realistic and impactful public sector reform that enhance transparency, improve effectiveness, restore trust and create innovation breakthrough opportunities. We believe strongly in fiscal transparency and accountability and our products help bring the power of open government to citizens and decision-makers around the world. With a 35-year track record of success and operations in 27 countries, FreeBalance has unparalleled experience in public finance reform and is a specialized Business-to-Government (B2G) firm. The FreeBalance team is composed of passionate and inspired people who build solutions that make a difference. With over 30 different nationalities in the team we pride ourselves on our diversity and are deeply committed to building local talent in the countries in which we operate. This diversity of thinking helps us to create solutions relevant to the country context.
