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 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.
Applications need to include tertiary transcript evidencing qualifications in Accounting –applications without transcript will not be considered.
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 candidate, 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 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
Responsible for making sure the implementation of the accounting software 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.
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.
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
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
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.
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
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
Tertiary level qualification within Accounting field.
Experience and Knowledge
Minimum 2 -5 years of experience in software support service delivery
Experience with Accounting software packages and basic Accounting knowledge
Experience using CRM in a corporate environment
Experience running formal training for adults
High IT skill level including installing software, using software utilities, HTML programming, VPN / RDP access
Experience working in schools or higher education as IT support or IT educator
Passion for making a difference in the education sector
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
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
Good time management and priority handling and able to implement and execute plans