Support Consultant

2 weeks ago

Johannesburg, South Africa Entimex Full time

**Our company is the sole distributor of the premier educational management software for schools in Southern Africa. This is a dynamic role where you will be responsible for providing initial client training on the system as well as online and telephonic support for it thereafter. Initial client training will require travel which will be within the province the role is advertised in. You will ensure all aspects of initial training are delivered to the client in a thorough and effective manner and that afterwards any client support tickets allocated to you are responded to in a timely and effective manner, accurately monitoring and logging issues and communication, and escalating where necessary.**

**There is substantial potential to develop within the company for a high performer. We are looking for a hands on, problem solver who can grow and assist the management team.**

**Confidence and assertiveness are vital. An applicant for this position will need to be proactive, a problem solver and have an eye for detail while being able to deal with all personality types. Communicating remotely with Principals, Business Managers and teachers, you will be adept at identifying technical solutions and communicating those solutions clearly to clients. This is an excellent opportunity for a determined support consultant, who is passionate about providing an outstanding support service in the education sector.**

**If you are a team player and quick learner with lots of initiative who is looking for a new challenge with an established entrepreneurial organisation, we would love to hear from you.**

KEY PURPOSE OF THE POSITION

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Main duties and responsibilities are indicated here. Other duties at an appropriate level and nature may also be required.
Implementation
- 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-site training based 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 EMS / CRM on a daily basis.
- Maintain clients data in EMS / CRM
- Follow up on client interactions
- Provide feedback on the efficiency of the client service process

Product development
- Undertake software testing as part of the development release cycle

ICT Development
- Work closely with software development teams to feed in product requirements and contribute to the future development road-map

**Teamwork**
- Support the Client 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 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 minimize 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 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, organizational and work habits.

**Job Types**: Full-time, Permanent

**Salary**: R20,000.00 - R23,000.00 per month

Application Question(s):

- Please ensure you upload Matriculation Certificate.

**Education**:

- Certificate (required)

**Experience**:

- Software Support: 2 years (preferred)
- Education Environment: 2 years (preferred)
- Training: 2 years (preferred)

Application Deadline: 2023/05/19
Expected Start Date: 2023/06/09

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