Implementation & Support Officer
About us
Labedan IT Solutions is a Tanzanian software company. We build the systems companies actually run on, from business systems and automation to WhatsApp platforms, AI, reporting, websites and mobile apps, and we stay on to run them after delivery. Our work sits inside insurance, logistics, construction, real estate and banking, at companies including CRDB Bank, Heritage Insurance, ATI, GSM Group and many more. Every system we make is bespoke for one company, around how that company already works, and somebody here still answers for it long after it goes live. We are a small team by design. The person who builds a thing owns it, works directly with the client who uses it, and sees it running the next morning. If you think software should make somebody's life easier, that is the whole job here.
Job information
We are seeking an Implementation & Support Officer to serve as the primary point of contact for our clients and to manage the company's core administrative and commercial processes. The successful candidate will handle client communications, prepare quotations and proposals, deliver system training to client staff when required, and manage invoicing, documentation and records. This is a central role in the company, working directly with the Managing Director, and requires excellent communication skills in both English and Swahili. The role does not involve programming; however, a good understanding of software systems is essential, as the officer will explain, demonstrate and provide first-line guidance on our products.
Responsibilities
- Serve as the primary contact for clients: receive and respond to client calls and messages, resolve enquiries, coordinate with the development team on technical issues, and follow up until each matter is closed
- Prepare quotations and draft proposals in collaboration with the Managing Director
- Deliver training sessions to client staff when developers are unavailable, and prepare user guides and training materials
- Prepare and issue client invoices, follow up on payments, and maintain an up-to-date receivables tracker with weekly reporting to the Managing Director
- Complete and submit tender documents, onboarding forms and compliance paperwork
- Maintain company records and support statutory filings with the external accountant
- Monitor maintenance contract renewals and project timelines
Requirements
- Excellent spoken and written English and Swahili, with a confident and professional telephone and presentation manner
- Strong business writing skills, particularly for proposals and quotations
- Good understanding of software systems and the ability to explain them clearly to non-technical users
- Highly organised, with strong follow-up discipline and attention to detail
- Able to use AI tools effectively to support the drafting of proposals, quotations, training materials and client communications, with the diligence to verify all facts, figures and details against company and client context before anything is sent out
- Ability to manage both client-facing responsibilities and administrative duties effectively
- Degree or diploma in Information Technology, Business Administration or a related field
- 1–2 years of experience in client service, support, sales support or administration; exceptional fresh graduates will be considered
- Added Advantages: Experience in proposal or quotation preparation, invoicing and TRA processes, tender submissions, training or presenting, or the insurance industry
Other information
In your application cover letter, briefly describe an occasion on which you successfully handled a difficult customer or client.