Accessit Customer Experience Specialist

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Accessit Customer Experience Specialist
role at
Follett Software
Company Overview
Everything we do is for educators. We're partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students' lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.
Position Overview
This position supports one of our portfolio products, Accessit Library. A trainer and support representative is part of the team responsible for providing 'Getting Started' training and Customer Support to new and existing customers. The role assists in the development and delivery of customer support, training and communication programs, as well as working with the sales team to promote Accessit Library to prospective customers remotely and/or at industry meetings. This role is a remote role based in Australia.
Essential duties and responsibilities
Deliver the 'Getting Started' training program to new customers.
Provide 'New Customer Care' support via phone, email and remote support for existing customers and associated personnel.
Participate in and/or deliver training and/or workshops and/or product demonstrations at: Accessit Roadshows; User Group meetings; User Workshops; Conferences; Librarian meetings.
Contribute to the production of training and support materials.
Assist in the development and delivery of customer support, training and communication programs, including customer webinars.
Represent and promote the company in a professional and positive manner at all times.
Attend 'global' customer support team meetings via Teams.
Report to and support the ANZ Customer Experience team lead.
Use of remote access software for support/training sessions.
Reading and assimilating all software release notes and/or announcements to stay up to date with changes in the Accessit Library application and supporting technologies.
Staying up-to-date with other value-add products e.g. SCIS, Syndetics, Titlewave, Fundraiser Manager, and other Follett Software peripherals; and technical matters with respect to integration services.
Other duties as assigned.
Qualifications and professional experience
Bachelor's degree or Diploma in Library and Information studies, Information Technology, or a related field, or equivalent work experience.
1-3 years' experience in a library role.
Experience in customer service or client-facing roles.
Proven ability to analyse and resolve technical issues quickly and efficiently.
A methodical approach to troubleshooting.
Strong attention to detail and organisational skills.
Ability to work under pressure and manage multiple priorities.
Willingness to learn new technologies and software.
Experience working in a collaborative environment.
Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.
Proficient PC and technical/software skills.
Work environment
This role is a remote role, based in Australia. Candidates must have a right to work in Australia without sponsorship.
Work hours and schedules are set to accommodate the requirements of the position and the needs of the organisation and may be adjusted as needed.
EEO
Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.
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