Technical Support Specialist -Bougainville – Papua New Guinea (PNG) at FreeBalance

📍 Job Overview

Job Title: Technical Support Specialist - Bougainville, Papua New Guinea (PNG)
Company: FreeBalance
Location: Arawa, Bougainville, Papua New Guinea
Job Type: Full-time
Category: Technical Support Specialist
Date Posted: 2025-07-17
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Serve as the primary technical contact for clients, providing first and second-level support during and after product implementation.
Analyze customer issues, coordinate solutions, and ensure timely delivery of technical services.
Leverage expertise in enterprise software systems, databases, and business intelligence to optimize client operations.
Collaborate with cross-functional teams to troubleshoot issues and enhance client satisfaction.

📝 Enhancement Note: This role requires a strong technical background in enterprise software, databases, and business intelligence, with a focus on providing exceptional client support.

💻 Primary Responsibilities

Client Support: Act as the primary technical contact for clients, providing first and second-level support during product implementation and post-implementation.
Issue Analysis: Analyze customer issues, such as defects and enhancements, and coordinate the delivery of solutions to ensure client satisfaction.
Technical Analysis: Analyze technical requirements and facilitate the resolution of defects or procedure updates to optimize the FreeBalance Accountability Suite for client operations.
Environment Assessment: Learn and understand the clients’ current technical environment and recommend possible modifications to ensure optimization of the FreeBalance Accountability Suite.
Support Ticket Management: Enter all issues into the FreeBalance Customer Portal and flag them for internal action in the Internal Systems for further analysis and resolution.
Travel: Ability to travel locally on an as-needed basis.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively under pressure to meet client expectations and service level agreements (SLAs).

🎓 Skills & Qualifications

Education: University/College Degree in Computer Science, Systems Engineering, Software Programming, or a related field.

Experience: Proven experience in technical support, enterprise software systems, and database administration.

Required Skills:

Enterprise software systems (application software and database systems)
Business Intelligence, Dashboard, and Reporting solutions (Pentaho, Bootstrap, BIRT, Crystal Reports)
ANSI SQL with experience in administering Oracle, MS SQL, or PostgreSQL Database
Configuring Tomcat Servlet Engine, JBoss Application server, or other industry middleware
Both MS Windows and Linux operating systems
Excellent client management and organizational ability
Fluent in English (reading, writing, and speaking)

Preferred Skills:

Database clustering and performance monitoring
Certification in RDBMS, Cloud Hosting (AWS/Azure)
Experience in both MS Windows and Linux operating systems

📝 Enhancement Note: Candidates with additional certifications or experience in cloud hosting, database clustering, and performance monitoring may have an advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role, as it focuses on technical support and client management rather than web development or design projects.
Technical Documentation: Demonstrate strong documentation skills, including clear and concise issue descriptions, technical requirements, and resolution steps.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Bougainville, Papua New Guinea, is typically between PNGK 50,000 - PNGK 80,000 per annum, depending on experience and qualifications. This estimate is based on market research and industry standards for mid-level technical support roles in the region.

Benefits:

Competitive salary package
Opportunities for professional development and growth
A dynamic and inclusive work environment

Working Hours: Full-time position with standard working hours, including the possibility of local travel and flexible hours to meet client needs.

📝 Enhancement Note: The salary range provided is an estimate and may vary based on individual qualifications, experience, and market conditions. Benefits may also vary based on the company's policies and the employee's location.

🎯 Team & Company Context

🏢 Company Culture

Industry: FreeBalance specializes in government resource management software, focusing on public financial management, budgeting, and accounting.

Company Size: FreeBalance is a mid-sized company with a global presence, employing over 150 professionals across multiple locations.

Founded: 1998

Team Structure: The technical support team consists of dedicated specialists who work closely with cross-functional teams, including product development, sales, and marketing, to ensure client satisfaction and optimize product performance.

Development Methodology: FreeBalance follows Agile development methodologies, focusing on iterative development, continuous improvement, and client collaboration.

Company Website: FreeBalance Website

📝 Enhancement Note: FreeBalance's culture emphasizes collaboration, innovation, and client focus, with a strong commitment to building a diverse and inclusive workforce.

📈 Career & Growth Analysis

Technical Support Specialist Career Level: This role is a mid-level position, focusing on technical support, issue resolution, and client management. It provides an excellent opportunity to develop expertise in enterprise software systems, databases, and business intelligence while honing client-facing skills.

Reporting Structure: The Technical Support Specialist reports directly to the Technical Support Manager and works closely with cross-functional teams, including product development, sales, and marketing.

Technical Impact: This role has a direct impact on client satisfaction, product performance, and the overall success of FreeBalance's government resource management software.

Growth Opportunities:

Technical Growth: Develop expertise in enterprise software systems, databases, and business intelligence, with opportunities to specialize in specific areas or technologies.
Leadership Growth: Demonstrate strong performance and leadership potential to advance to senior technical support roles, team leadership, or other management positions within the organization.
Product Development: Contribute to product improvement and innovation by providing valuable client feedback and insights, with opportunities to participate in product development projects.

📝 Enhancement Note: FreeBalance offers opportunities for professional development and growth, with a focus on building a diverse and inclusive workforce that reflects the communities it serves.

🌐 Work Environment

Office Type: FreeBalance operates a modern, collaborative office environment that fosters teamwork and innovation.

Office Location(s): Arawa, Bougainville, Papua New Guinea

Workspace Context:

Collaborative workspace with dedicated support teams and cross-functional collaboration opportunities
Access to relevant tools, technologies, and resources to perform technical support tasks effectively
Flexible working hours and local travel opportunities to meet client needs

Work Schedule: Standard full-time working hours with the possibility of flexible hours and local travel to meet client needs.

📝 Enhancement Note: FreeBalance's work environment emphasizes collaboration, innovation, and client focus, with a strong commitment to building a diverse and inclusive workforce.

📄 Application & Technical Interview Process

Interview Process:

Phone/Skype Screen: A brief conversation to assess communication skills, cultural fit, and initial technical competencies.
Technical Assessment: A hands-on assessment or case study to evaluate problem-solving skills, technical knowledge, and issue resolution capabilities.
Behavioral Interview: A discussion focusing on past experiences, client management skills, and adaptability to various client environments.
Final Interview: A meeting with senior leadership to discuss career goals, expectations, and fit within the organization.

Portfolio Review Tips: Not applicable for this role, as it focuses on technical support and client management rather than web development or design projects.

Technical Challenge Preparation:

Brush up on enterprise software systems, databases, and business intelligence concepts.
Familiarize yourself with FreeBalance's products and services, focusing on the FreeBalance Accountability Suite.
Prepare examples of successful issue resolution, client management, and problem-solving experiences.

ATS Keywords: (Organized by category)

Technical Skills: Enterprise software, database administration, SQL, business intelligence, reporting solutions, Linux, Windows, cloud hosting, performance monitoring, middleware
Soft Skills: Client management, organizational ability, communication skills, problem-solving, adaptability
Industry Terms: Technical support, issue resolution, client satisfaction, service level agreements (SLAs), enterprise software systems, government resource management

📝 Enhancement Note: The interview process for this role focuses on assessing technical competencies, client management skills, and cultural fit, with a strong emphasis on problem-solving and issue resolution capabilities.

🛠 Technology Stack & Web Infrastructure

Technology Stack: Not applicable for this role, as it focuses on technical support and client management rather than web development or infrastructure.

📝 Enhancement Note: While this role does not directly involve web development or infrastructure, a solid understanding of enterprise software systems, databases, and business intelligence is essential for success in this position.

👥 Team Culture & Values

FreeBalance Values:

Client Focus: Prioritize client needs and strive for exceptional client satisfaction.
Innovation: Foster a culture of continuous improvement and innovation.
Collaboration: Work together to achieve common goals and drive success.
Integrity: Uphold the highest ethical standards in all aspects of work.
Diversity & Inclusion: Embrace diversity and foster an inclusive work environment that reflects the communities FreeBalance serves.

Collaboration Style:

Cross-functional collaboration with product development, sales, and marketing teams.
Regular team meetings and knowledge-sharing sessions to ensure everyone is up-to-date on the latest developments and best practices.
A supportive and inclusive work environment that encourages open communication and active listening.

📝 Enhancement Note: FreeBalance's culture emphasizes collaboration, innovation, and client focus, with a strong commitment to building a diverse and inclusive workforce that reflects the communities it serves.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing complex client environments and optimizing the FreeBalance Accountability Suite for operational use.
Troubleshooting and resolving technical issues, defects, and enhancements efficiently and effectively.
Keeping up-to-date with the latest developments in enterprise software systems, databases, and business intelligence.

Learning & Development Opportunities:

Technical Growth: Develop expertise in enterprise software systems, databases, and business intelligence through hands-on experience, training, and certifications.
Leadership Growth: Demonstrate strong performance and leadership potential to advance to senior technical support roles, team leadership, or other management positions within the organization.
Product Development: Contribute to product improvement and innovation by providing valuable client feedback and insights, with opportunities to participate in product development projects.

📝 Enhancement Note: FreeBalance offers opportunities for professional development and growth, with a focus on building a diverse and inclusive workforce that reflects the communities it serves.

💡 Interview Preparation

Technical Questions:

Technical Question 1: Describe your experience with enterprise software systems and database administration. How have you optimized performance and resolved issues in the past?
Technical Question 2: Walk us through your process for analyzing a complex technical issue and developing an effective resolution strategy.
Technical Question 3: How do you stay up-to-date with the latest developments in enterprise software systems, databases, and business intelligence? Provide specific examples of relevant training or certifications you have pursued.

Company & Culture Questions:

Company Question 1: How do you approach building and maintaining strong relationships with clients, ensuring their satisfaction and success?
Company Question 2: Describe your experience working in a collaborative, cross-functional team environment. How have you contributed to the success of your team and the organization as a whole?
Company Question 3: How do you balance the need for technical expertise with the importance of clear, concise communication when working with clients?

Portfolio Presentation Strategy: Not applicable for this role, as it focuses on technical support and client management rather than web development or design projects.

📝 Enhancement Note: The interview process for this role focuses on assessing technical competencies, client management skills, and cultural fit, with a strong emphasis on problem-solving and issue resolution capabilities.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit your application through the FreeBalance careers page.
Tailor your resume and cover letter to highlight your relevant technical support, enterprise software, and database administration experience.
Prepare for the interview process by reviewing the interview process outline and practicing common technical support and client management scenarios.
Research FreeBalance's products, services, and company culture to demonstrate your enthusiasm and commitment to the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist -Bougainville – Papua New Guinea (PNG)