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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-line 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 EMSG on a daily basis using Supertrack

• Maintain clients data in EMSG

• Follow up on client interactions

• Provide feedback on the efficiency of the client service process

• Report card development

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 the 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 minimise 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 the 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, organisational and work habits.

• Ensure all work is recorded accurately in the company CRM on a daily basis and evaluated accordingly