Product and Implementation Specialist

Be Different; South Africa; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Be Different is seeking an energetic Customer Experience & Support professional to join our platform in the global payments space. You will help customers from onboarding through go-live, configuring the platform to their processes and ensuring smooth operations.

You will work with Product and DevOps teams to investigate issues, improve documentation, and deliver timely support. Ideal candidates have experience in SaaS or fintech support, enjoy problem solving, and are comfortable traveling to

Qualifications

• Customer support/implementation experience in SaaS, tech or financial services.
• Interest in configuring or implementing software for customers.
• Familiarity with support/collaboration tools like Zendesk, Confluence, Datadog.
• Experience in Agile and/or DevOps environments.
• Comfort with manual testing of software releases.

Responsibilities

• Deliver exceptional customer support with timely, professional communication.
• Triages, replicates issues, and coordinates with Product/DevOps teams.
• Keep customers informed throughout support and deployment lifecycles.
• Develop and maintain support docs, user manuals, and SOPs.
• Prepare customer reports, including SLA and performance metrics.
• Monitor metrics and identify improvement opportunities.
• Support platform implementation, including requirements gathering and go-live support.
• Occasionally travel to customer sites to understand processes and configure the platform.
• Translate customer needs into configuration with Product team input.
• Assist with testing, training, and cutover for live operation.
• Support manual testing ahead of weekly production deployments and triage issues.

Skills

Customer support

Software configuration

Agile/DevOps

Manual testing

Travel to customer sites

Tools

Zendesk

Confluence

Datadog

Better Stack

Job description

In order to be considered the following is required:

• Customer support and/or implementation 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

Responsibilities:

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 the 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 to continually improve service delivery

Implementation & Configuration

• Support the implementation the platform for new and existing customers, including requirements gathering, configuration and go-live support
• Occasionally work on-site with customers to understand their business processes and help configure the platform accordingly, given that the businessoften underpins core parts of a customer's day-to-day payment operations
• Translate customer requirements into platform configuration, working closely with the Product team where custom development is required
• Support customers through testing, training and cutover to ensure a smooth transition to live operation

Release & Manual Testing Support

• Assist with manual testing of new features, enhancements and fixes ahead of 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 way the business uses platforms including Zendesk, Confluence, Datadog, Better Stack and other internal tools
• Configure workflows, dashboards and reporting to improve team efficiency, customer visibility and service delivery
• Identify opportunities to streamline processes, improve automation and enhance the tools that support our customers and internal teams

This is an excellent opportunity for someone who enjoys solving problems and working directly with customers in a dynamic, rapidly evolving global payments industry. They are looking for someone with initiative, diligence and a genuine commitment to delivering exceptional outcomes for customers.

Ideally, the candidate must have experience in 1st and 2nd line support within an FX or payments environment, with a proven track record of managing end-to-end implementations including requirements gathering and post-go-live support. They should also have some technical ability, comfortable investigating complex issues by searching logs and querying databases.

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Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.