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Accessit Customer Technical Support Specialist

New Zealand

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 Customer Technical Support Specialist is part of the team responsible for project managing the onboarding of new customers by liaising and working with newly signed up librarians, Accessit technical and training team members. As part of this role, they will also be responsible for ensuring that new customers experience a clean and tidy migration of their existing data to Accessit Library.  

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Liaise with new customers and project manage their onboarding to Accessit Library ensuring that it is a smooth and positive experience. 
  • Organise and schedule a timeframe suitable to the customer and to Accessit technical and training staff for the implementation of Accessit Library; including agreeing dates for training, installation and the sending of the customers legacy data for migration. 
  • Maintaining communication with the new customer to ensure the project stays on track and providing assistance as required with completion of forms, extraction of data from legacy software etc. 
  • Consult with the new customer during this process to gather more information where required, ensuring a positive migration outcome. 
  • Effectively manage and execute the data migration for each new site, up to installation stage, per the agreed project plan. 
  • Use internal data migration tools and processes to efficiently and effectively migrate library data from legacy systems to a structure suitable for importing into Accessit Library, to meet planned deadlines. 
  • Provide solutions for cleaning up migrated customer data, prior to, or post delivery. 
  • Communicating data migration outcomes to the new customer and/or to the trainer. 
  • Represent and promote the company in a professional and positive manner at all times. 
  • Attend ‘global’ Customer Experience team meetings via Teams. 
  • Other duties as assigned.  

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

  • Bachelor’s degree or Diploma in Library and Information studies, Information Technology, or a related field, or equivalent work experience.  
  • Foundational knowledge in programming languages eg: Java, Python, C++   
  • Experience in customer service or client-facing roles.  
  • Strong communication skills and ability to analyse and interpret data results to resolve technical issues quickly and efficiently with internal and external stakeholders. 
  • Strong organizational skills, attention to detail and ability to identify data patterns.
  • A methodical approach to troubleshooting. 
  • Ability to work under pressure and manage multiple priorities. 
  • Willingness to learn new technologies and software.  
  • Experience working in a collaborative environment  
  • Proficient PC and technical/software skills.  
  • This role is based in our head office in Wellington, NZ. Candidates must have a right to work in New Zealand.  

 

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. 

 Email:  recruiting@follettsoftware.com

CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf

 

 

 

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