Support Consultant

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 the support of all finance modules of our system. Knowledge of accounting principles and software is key.

The role covers initial training of clients as well as providing online and telephonic support for the accounting / finance capabilities that the software offers. Knowledge of accounting principles is key to this role. Applicants with no prior accounting knowledge will not be considered.

At times you will be required to provide onsite demonstrations and training which will require travel to other provinces for up to a week to train new clients.

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.

**1. **Implementation**
- Conduct online meetings with every new client to review expectations and to create a written implementation plan with milestones and deliverables.
- Set up client’s Chart of Accounts, Balance Sheet and Income Statement
- Debtor and Creditor invoicing and receipting
- 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.

**2. **Training**
- Continued online and onsite training on the financial capabilities of the software. This includes raising debtor and creditor invoicing, debit order processing, budget and financial year end reporting

**3. **Support**
- Deal directly with clients either by telephone, on-line or face to face with financial queries
- 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

**4. **Product development**
- Undertake software testing as part of the development release cycle for new features that will enhance the financial capabilities. This will entail providing solutions to problems that clients face when using the product.

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

**6. **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

**Qualifications**

Tertiary level qualification within Accounting field.

**Experience and Knowledge**

Experience with Accounting software packages and Accounting knowledge

Experience using CRM in a corporate