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Jun 12, 2018

Trainer and Support Consultant

  • Entimex Education
  • Durban, South Africa
Full time Consultant

Job Description

COMPANY: Entimex Education: Ed-admin
CONTACT: Jason Moore (CEO)
POSITION: Trainer and Support Consultant
REPORTS TO: Client Support Manager
SALARY: R18,000 – R23,000 p.m. cost to company
OTHER BENEFITS: R500 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 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.

The role is ideal for a school teacher with experience in Ed-admin 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 training on Ed-admin. 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.

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
Develop deep knowledge of the products and the 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 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
Matriculation + tertiary qualification in IT or Education

Experience and Knowledge

Minimum 2 -5 years of experience in software support or in Education environment
Experience with Educational management software – preference Ed-admin
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

Salary

R18,000 – R23,000 PM

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