Here at Ed-admin, we develop innovative and creative products and services that provide powerful solutions. We offer learning management software, tailor-made educational solutions, large-scale management applications, business-to-business applications, business-to-client applications, and more.
Read more about this company
Support Consultant
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience2 - 5 years
- LocationNairobi
- Job FieldConsultancy  , ICT / Computer 
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
Education
Essential
- Good level of education, IT/ software related or equivalent.
Preferred
- Bachelor of Science in Information Technology or Similar
Expected Work Experience
Essential
- In the software and/or education sector with a focus on MIS software solutions.
- Strong knowledge in HTML, ColdFusion and SQL Script.
Preferred
- Minimum 2 -5 years of experience in support service delivery with a background of software consultancy.
- Fundamental finance and accounting knowledge
Method of Application Interested and qualified? Go to Ed-admin on www.linkedin.com to apply
