Back to jobs

Accessit Customer Experience 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 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 is an in office role located in Wellington, New Zealand.

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

  • 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.  

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.  

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 environmen.
  • 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 based in our head office in Wellington, NZ. Candidates must have a right to work in New Zealand.
  • Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization 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. 

 Email:  recruiting@follettsoftware.com

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

 

 

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

INITIAL GDPR PRIVACY NOTICE
When you apply to a job on this site, the personal data contained in your application will be collected by Follett Software, LLC (“Controller”), which is located at 1340 Ridgeview Dr., McHenry, IL 60050 and can be contacted by emailing privacy@follettsoftware.com. Controller’s data protection officer is Samantha Nahra, who can be contacted at privacy@follettsoftware.com. Your personal data will be processed consistent with our GDPR Privacy Notice for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.


Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under EU Standard Contractual Clauses. You can obtain a copy of those Clauses by contacting us at privacy@follettsoftware.com.


Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have a right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.