SaaS Technical Solutions Support Officer - ERP

HF Group Plc is an integrated financial solutions provider that is registered as a non–operating holding company (under the Banking Act Cap.488) and regulated by the Central Bank of Kenya (CBK) and the Capital Markets Authority (CMA). The Group is a public limited company with interests in Banking, Property and Insurance, and is listed at the Nairobi Securities Exchange. For more information on our banking, property and insurance solutions, please visit www.hfgroup.co.ke The Group has 4 main entities: HFC – Full-Service Banking HF Development & Investments (HFDI) – Property/Real Estate Solutions HF Bancassurance Intermediary (HFBI) – Insurance Solutions HF Foundation – ESG/Sustainability On the back of a strong growth trajectory – and in a bid to power the business, HF Group Plc is looking to recruit a dynamic and results-oriented SaaS Technical Solutions Support Officer - ERP

The SaaS Technical Solutions Support Officer is responsible for onboarding, implementing, and providing technical support for the Bank’s digital solutions portfolio, including School ERP, Pharmacy Management, Rent Management, and other Software-as-a-Service offerings. The role ensures smooth client setup, user training, issue resolution, system performance monitoring, and ongoing customer support to drive product adoption and service satisfaction. The officer also works closely with Sales, Branch, and Product teams to ensure successful deployments, timely escalations, strong client retention, and continuous improvement of the customer experience.

• Manage onboarding, implementation, and configuration of the Bank’s SaaS digital solutions for new customers.
• Provide first-line technical support, troubleshoot user issues, and ensure timely resolution or escalation of incidents.
• Conduct system training for clients, administrators, and end users to drive effective adoption and usage.
• Monitor system performance, customer tickets, and service requests to maintain high service standards and uptime.
• Work closely with SaaS Digital Solutions Distribution Officers to ensure smooth handover from sales to implementation.
• Maintain regular customer engagement to support renewals, retention, and ongoing satisfaction with the solutions provided.
• Document support issues, implementation progress, customer feedback, and recurring trends for continuous improvement.
• Liaise with internal technology teams and external vendors to resolve technical issues, deploy updates, and enhance product functionality.

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related field from a recognized institution.
• At least 1–3 years’ experience in technical support, systems implementation, customer service, or SaaS product support, preferably in banking, fintech, ERP, or technology environments.
• Practical knowledge of software applications, user support, troubleshooting, system configuration, and basic networking/database concepts.
• Strong communication, training, and stakeholder management skills with the ability to support non-technical business clients effectively.
• Proficiency in Microsoft Office tools, helpdesk/ticketing systems, and the ability to manage multiple priorities within agreed service levels.