Software Implementation and Support Officer

Job Description

We are seeking a driven and customer-focused Software Implementation and Support Officer to join our dynamic team. In this role, you will play a vital part in bridging the gap between our software solutions and our clients. You will oversee the end-to-end software deployment process for new clients and deliver top-tier technical and application support to existing users.

Key Responsibilities:

1. Implementation & Training

• Coordinate with clients to gather requirements and configure the HRIS platform accordingly.
• Assist in system setup, data migration, and module customization (e.g., payroll, attendance, leave, performance).
• Conduct User Acceptance Testing (UAT) and troubleshoot implementation issues.
• Deliver end-user training (onsite or remote) and prepare user manuals or training documentation.
• Document client-specific configurations and customizations.

2. Client Demo & Pre-Sales Support

• Collaborate with the Sales Team to deliver tailored product demonstrations to potential clients.
• Address pre-sales technical questions and support solution design based on client needs.
• Provide input on solution proposals and implementation timelines during the sales cycle.

3. Post-Deployment Support & Troubleshooting

• Act as the primary contact for client support after system go-live.
• Identify, document, and resolve issues related to software functionality, access, or data accuracy.
• Collaborate with internal development and QA teams to escalate and resolve bugs or feature requests.
• Track and follow up on open issues until closure, ensuring timely resolution.

4. Client Relationship & Engagement

• Maintain proactive communication with clients to ensure system usage and satisfaction.
• Conduct periodic check-ins and support clients in maximizing value from the HRIS platform.
• Collect user feedback and share insights for continuous product improvement.

5. Internal Collaboration & Process Improvement

• Liaise with Product, QA, and Development teams to ensure smooth implementation and support.
• Maintain detailed records of client interactions, system configurations, and issue resolutions in CRM or support systems.
• Participate in the ongoing improvement of internal tools, processes, and knowledge-sharing practices.

Job Specification

• Bachelor’s degree in IT, Computer Science, Business Information Systems, or related field.
• 1–3 years of experience in software implementation, customer support, or system administration (HRIS experience preferred).
• Familiarity with HR processes (attendance, payroll, leave, recruitment, etc.) is a strong advantage.
• Excellent communication and presentation skills (Nepali and English).
• Problem-solving mindset with client-oriented thinking.
• Ability to manage multiple client projects and deadlines simultaneously.
• Basic understanding of databases or query tools is a plus.

Required Skills

• Communication
• Troubleshooting
• Payroll Management
• Client Handling
• Customer Support

About the Company

Aayulogic Pvt Ltd, established in 2016, by a team of professionals with the vision to support businesses in expanding productivity through partnering in their digitization process. The company also has a mission to prioritize in creating awareness on the role of the human resource department in achieving strategic vision and growth through offerings of both required knowledge and innovative digital solutions.

Aayulogic Inc. is a globally recognized technology company headquartered in Toronto, Canada, with a Development Hub in Nepal and representative offices in key international markets. Specializing in intelligent, scalable, and secure enterprise solutions, Aayulogic bridges Western innovation with Asian engineering expertise. The company delivers customized digital solutions to clients across North America, Asia, and beyond, aligning technology with business strategy to drive measurable growth. As a trusted partner in digital transformation, Aayulogic is committed to simplifying complexity and empowering organizations worldwide.

We're a team of passionate people who make use of excellent technology for the simplification of our client's business needs. We provide software solutions including, but not limited to, web development, web desigining, web/domain hosting, cms etc. We believe in making robust, future-proof applications that are easy to use and sport a good looking user interface.