Technical Support

Provide first-line technical support for ALIS-related issues and user queries.

Log, track, and manage client support tickets through to resolution.

Troubleshoot and diagnose reported problems, escalating to developers where necessary.

Monitor system usage patterns and report recurring issues to the development team.

Client Training

Schedule and conduct training sessions with clients on new ALIS features as they are released.

Plan and deliver retraining sessions on existing features to reinforce correct usage.

Prepare and maintain training materials, user guides, and reference documentation.

Record training attendance and assess client comprehension after each session.

Client Engagement

Hold regular scheduled meetings with assigned clients to review system usage and identify challenges.

Document client-raised issues, feedback, and improvement suggestions.

Provide clients with updates on outstanding issues, pending developments, and system changes.

Maintain a log of client interactions and action items.

Information Relay

Relay detailed and accurate client feedback to the development team.

Track the status of reported issues and communicate progress back to clients.

Notify clients in advance of scheduled maintenance, system updates, and new feature deployments.

Ensure all client communications are documented and traceable.

Business Requirements & Analysis

Elicit business requirements from clients during meetings and support interactions.

Document requirements in a structured format for review by the development team.

Assist in prioritising client requests in consultation with the Product Manager.

Participate in user acceptance testing to verify that delivered solutions meet client needs.

• Provide first-line technical support for ALIS-related issues and user queries.
• Log, track, and manage client support tickets through to resolution.
• Troubleshoot and diagnose reported problems, escalating to developers where necessary.
• Monitor system usage patterns and report recurring issues to the development team.
• Schedule and conduct training sessions with clients on new ALIS features as they are released.
• Plan and deliver retraining sessions on existing features to reinforce correct usage.
• Prepare and maintain training materials, user guides, and reference documentation.
• Record training attendance and assess client comprehension after each session.
• Hold regular scheduled meetings with assigned clients to review system usage and identify challenges.
• Document client-raised issues, feedback, and improvement suggestions.
• Provide clients with updates on outstanding issues, pending developments, and system changes.
• Maintain a log of client interactions and action items.
• Relay detailed and accurate client feedback to the development team.
• Track the status of reported issues and communicate progress back to clients.
• Notify clients in advance of scheduled maintenance, system updates, and new feature deployments.
• Ensure all client communications are documented and traceable.
• Elicit business requirements from clients during meetings and support interactions.
• Document requirements in a structured format for review by the development team.
• Assist in prioritising client requests in consultation with the Product Manager.
• Participate in user acceptance testing to verify that delivered solutions meet client needs.