JOB DESCRIPTION

COMPANY: / Entimex Education: Ed-admin
CONTACT: / Jason Moore (CEO) –
POSITION: / IT Support Consultant & Trainer
LOCATION: / Durban
REPORTS TO: / Client Support Manager
SALARY: / R18,000 - R25,000 p.m. cost to company
OTHER BENEFITS: / R900 phone allowance
CONTRACT TYPE: / Permanent
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 initial client training on the system as well as online and telephonic supportfor it after. The role will require travel to the client site and being away from home on a regular basis.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 accurate manner, through a ticketing system, accurately monitoring and logging issues and communication, and escalating where necessary.

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 IT professionals, 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.

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.

The role is ideal for a school IT teacher that is looking to move into the corporate sector and after a new challenge in their career. Having experience with both teaching / training, IT systems and having used one of the existing schools management software systems available in South Africa (other than SASAMS) would make for the ideal candidate.

KEY PURPOSE OF THE POSITION

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 that into tasks that developers can work from.

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.

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.

  1. 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

  1. 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

  1. Product development

Undertake software testing as part of the development release cycle

  1. ICT Development

Develop deep knowledge of theproducts and the applications

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

  1. 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 qualification in IT or Education
Experience and Knowledge
Minimum 2 -5 years of experience in software support or in Education environment as IT teacher
Experience with Educational management software like Ed-admin, Edu-pac, ADAM, Edu-admin, Pencilbox
Experience running formal training for adults
High IT skill level including installing software, using software utilities
Experience using CRM in a corporate environment
Industry Specific
Passion for making a difference in the education sector
Communication
Ability to understand a client’s business processes and communicate changes
Ability to build and maintain relationships with clients and team members
Excellent communication skills, both written and verbal
Ability to convey information to both a technical and non-technical audience
Solid ability to collaborate, influence and communicate with diverse stakeholders in a client setting
IT
Strong knowledge of software services and solutions
Able to demonstrate an understanding of technical information
Ability to diagnose and resolve problems and initiative to find answers to new questions
Competencies
Good time management and priority handling and able to implement and execute plans
Professional working attitude
High level of responsibility and desire to own processes and improve them
Great initiative, self-sufficient and motivated