Support Consultant at Ed-admin

 Implementation

• Conduct online meetings with every new client to review expectations and to create a written implementation plan with milestones and deliverables.
• Create transference documents for clients when migrating from a competing product to Ed-admin.
• If required travel to client sites as needed to ensure implementation success
• At any point in time, the live status of an implementation needs to be visible and evident.
• Provide a bridge between implementation and training by guiding the client through a basic orientation of the product via a virtual meeting.

Training

• On-line training room based training for staff groups of approximately 10-20
• On-line training webinars for a wide variety and number of clients
• Client service and extra training visits to existing clients

Support

• Deal directly with clients either by telephone, on-line or face to face
• Respond promptly to clients enquiries
• Handle and resolve clients complaints
• Obtain and evaluate all relevant information to handle product and service enquiries
• Organise workflow to meet clients timeframes
• Direct requests and unresolved issues to the appropriate resource
• Log all of your work, including client interactions and transactions , recording details of actions taken, in EMSG on a daily basis using Supertrack
• Maintain clients data in EMSG
• Follow up on client interactions
• Provide feedback on the efficiency of the client service process
• Report card development

Product development

• Undertake software testing as part of the development release cycle

ICT Development

• Develop deep knowledge of the products and the applications
• Work closely with software development teams to feed in product requirements and contribute to the future development road-map

Teamwork

• Support the Support Manager and Business Manager by demonstrating Ed-admin to potential clients, either remotely or on site, and identify opportunities for sales while communicating with existing clients; pass on relevant details to the sales person for follow up as appropriate.
• Demonstrate ability to interact and cooperate with all team members regardless of work location, using systemized communication methods to minimise impact of remote working throughout the team.
• Contribute towards the motivation and support of all participating staff members, creating an environment in which clear and consistent communication is key using appropriate tone and approach.
• Ensure that company communication and design banding guidelines are followed with both internal and external communication to create a professional environment and impression to both staff and clients.
• Ensure work is conducted within the context of the overall governance and management of the company's annual plan and long-term strategy.
• Adhere to all company policies, procedures and business ethics codes.
• Set examples for others in the team in areas of personal character, commitment, organisational and work habits.
• Ensure all work is recorded accurately in the company CRM on a daily basis and evaluated accordingly

Education

Essential

• Good level of education, IT/ software related or equivalent.

Preferred

• Bachelor of Science in Information Technology or Similar

Expected Work Experience

Essential

• In the software and/or education sector with a focus on MIS software solutions.
• Strong knowledge in HTML, ColdFusion and SQL Script.

Preferred

• Minimum 2 -5 years of experience in support service delivery with a background of software consultancy.
• Fundamental finance and accounting knowledge