Support Consultant at Ed-admin

About the job

• Responsible for making sure the implementation of Ed-admin is completed quickly and effectively. Working closely with new clients to get them up and running using the application as well as helping to support them once they are using it. The position also involves close interaction internally with management as well as the development team to help convey the client’s needs and turn them into tasks that developers can work from.

Tasks and Responsibilities

Implementation

• Conduct online meetings with every new client to review expectations and 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.
• 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, online or face-to-face
• Respond promptly to client's enquiries
• Handle and resolve client's complaints
• Obtain and evaluate all relevant information to handle product and service enquiries
• Organise workflow to meet client's 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 daily 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 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 salesperson 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 the 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 daily 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 of HTML, ColdFusion and SQL Script.

Preferred

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

Specific Skills/Requirements

Essential

IT

• Able to demonstrate an understanding of technical information.
• Ability to diagnose and resolve problems and initiative to find answers to new questions.

Communication

• Ability to build and maintain relationships with clients and team members
• Excellent communication skills, both written and verbal, English as well as languages used in located country
• Ability to convey information to both a technical and non-technical audience

Preferred

IT

• Strong knowledge of software services and solutions.

Communication

• Ability to understand a client’s business processes and communicate changes
• Solid ability to collaborate, influence and communicate with diverse stakeholders in a client setting

Personal Characteristics

Essential

• Good time management and priority handling and ability to implement and execute plans
• Professional working attitude
• Self-sufficient and motivated but understand the benefits of working as part of a cross-functional team

Preferred

• Good time management and priority handling and ability to implement and execute plans
• Professional working attitude
• Self-sufficient and motivated but understand the benefits of working as part of a cross-functional team

Certifications/Licences

Essential

• HTML Certification

Preferred

• HTML Certification
• SQL Certification