Support Consultant

**JOB DESCRIPTION**

**POSITION**:
Support Consultant

**REPORTS TO**:
Client Support Manager

**SALARY**:
R15,000 - R25,000 p.m. cost to company

**OTHER BENEFITS**:
**CONTRACT TYPE**:
Consultant

**INDUCTION**

An induction requiring 20-25hrs must be completed prior to start date in consultant’s own time (unpaid). This induction can take longer or shorter based on the consultant aptitude and skill.

**DRIVERS LICENCE**

Required and own business-insured transport for site visits

**LAPTOP/TELEPHONE**

Laptop and smartphone responsibility of employee to provide

**Our company is the sole distributor of the premier management information software within the education sector in Southern Africa. This is a dynamic role where you will be responsible for providing online and telephonic support for this software, which includes accounting / finance capabilities so a basic knowledge of accounting principles is key. At times you will be required to provide onsite demos and training. You will ensure client issues are responded to in a timely and accurate manner, through a ticketing system, accurately monitoring and logging issues and communication, and escalating where necessary. With the opportunity to carry out demos and remote or onsite training, you will liaise closely with clients to ensure we provide both exceptional implementation and continued support services.**

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

**There is substantial potential to develop within the company for a high performer.**

**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**:

- 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-site 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 EMS / CRM on a daily basis using Supertrack
- 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 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.
- Ensure all work is recorded accurately in the company CRM on a daily basis and evaluated accordingly

**Person Specification**

**Qualifications**

Matriculation + tertiary IT training

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