Project Support Officer

Job Description

Company Description

IMS Software Pvt. Ltd. has been providing comprehensive IT solutions since its establishment in 2000. The company, originally named IMS Himalayan Sangrila Private Limited, has developed various software products tailored to the local market, including IMS POS software, IMS Restaurant Software, and IMS Time Trax Attendance and Leave Management Software, which are used by over 20,000 organizations. We take pride in introducing Fingerprint Technology for the Time and Attendance System in Nepal in 2003. Our highly professional team is dedicated to developing and implementing software solutions that meet the unique needs of Nepalese society.

Key Responsibilities:

1. Issue Handling & Resolution

• Issue Resolution – General troubleshooting and resolution of software, user, and technical issues reported during daily operations. Required coordination with development and support teams.
• Accounting Issue – Errors or mismatches in transaction records, ledger calculations, or report outputs. Worked closely with finance and technical teams to identify and resolve.
• Transaction Issue – Problems in data flow, mismatched transactions, or failed operations during critical transactional processes. Required detailed log reviews and patch fixes.
• Printing Issue – Printer integration problems, missing outputs, format mismatches, and printer connectivity issues across modules.
• Sync Issue – Delay or failure in real-time data synchronization between client-server or across branches. Involved database checks and sync log analysis.
• Server Issue – Server downtime, port blocking, configuration errors, or overload scenarios. Worked with hosting teams and backend engineers for resolution.
• Schema Issue – Backend schema mismatches, table structure updates, or missing fields affecting system functionality. Required minor DB migrations and version tracking.

2. Installation & Setup

• Support server, client, and PC setup for software deployment.
• Handle fresh installations and re-installations as required.
• Collaborate with technical teams to ensure proper configuration.

3. Documentation Support

• IRD Compliance Documentation – Prepared and compiled necessary documents required for obtaining IRD approval of the software, including feature descriptions, tax module behavior, transaction flow, and compliance declarations.
• Project Details for Handover – Documented full project scope, configuration details, user hierarchy, and deployment summary to ensure smooth handover to clients or internal teams.
• User Manual & Technical Guide – Developed clear, user-friendly manuals covering software usage, common troubleshooting steps, and configuration processes to support end-users and reduce support dependency.

4. Requirement Analysis

• Work with stakeholders to gather and document business and genera; requirements.
• Translate requirements into actionable tasks for development teams.

5. Software Updates & Deployment

• Coordinate updates and plan, new deployments with minimal disruption to users.
• Ensure successful rollout through communication and post-deployment support.

6. Meetings & Coordination

• Participate in meetings with development teams, client representatives, and internal stakeholders.
• Help document meeting outcomes and follow up on action items.
• Support demo sessions and product walk-throughs as needed.

7. Software Testing (UAT)

• Assist with User Acceptance Testing during each project and feature deployment phase.
• Ensure feedback is collected, tracked, and reported to the development team.

8. Field Visits & Onsite Support

• Conduct site visits for training, client demos, and stakeholder meetings not bound to inside valley only.
• Provide hands-on support during implementations and pilot runs.

9. Inquiry & Guidance Handling

• Respond to internal and external inquiries and offer guidance though remote connections, WhatsApp messages.
• Clarify doubts, provide instructions, and serve as the bridge between teams.

10. Call Follow-Ups

• Make or receive follow-up calls related to ongoing support and coordination.
• Track call outcomes and escalate when necessary.

Qualifications & Requirements:

• Bachelor’s degree in IT, Business Administration, or a related field (preferred)
• Preferred experience in project coordination or support roles
• Familiarity with software project cycles and client coordination

Essential Skills:

• Flexibility: Must be willing to work beyond standard hours when required
• Communication: Excellent verbal and written communication skills
• Commitment: Agreement to off-hour support terms and conditions
• Mobility: Must own a two-wheeler and hold a valid driving license

Note: Kindly send your resume to [email protected] or via WhatsApp at 9801118001.