Job Description
About us
Education Horizons is Australia’s leading EdTech company, providing software for over 1,800 leading schools and 3 million users in more than 60 countries across Australia, UK, Europe, Asia, the Middle East, the Americas, Africa and NZ. We are a global team with offices in Melbourne, Perth, Sydney and Yeovil (UK) and team members spread across the world!
We are setting out on a journey to change the lives of children, their families and teachers by creating end-to-end school experiences and management solutions.
Education Horizons is an amazing place to work. It’s a great size – big enough to have serious resources to invest, but small enough to not get lost in the crowd. We have truly flexible working and are proud to have an inclusive, collaborative work environment.
At Education Horizons we believe team members should have freedom to choose where and when they work – within a focus on prioritising output and impact over rules and policies. This means that we are open to considering fully remote and part-time candidates
The Role
As a consultant your will solve complex challenges for our clients and deliver tailored solutions to enable schools to achieve desired business outcomes and objectives.
Key Accountabilities
* Provides expert level of support and guidance to our clients via assistance in complex support cases and through professional services engagement.
* Works collaboratively with colleagues around the business to ensure the timely resolution of issues and progression activities.
* Analyses and assesses client requirements to develop and tailor the services delivered, using own experience, skill, and judgement to ensure that tasks are suitably scoped and costed where appropriate.
* Assists clients in the onboarding, adoption, and best practice usage of our products through structured project activities, professional services engagements, lab courses, and client-facing events such as webinars and roadshows.
* Thinks beyond the software, helping clients maximise the value of their investment through business and process change.
* Is commercially minded seeking value for both Education Horizons and our clients.
* Performs job role and responsibilities to its fullest potential, ensuring continuous improvement and contribution to high CSAT ratings and a positive Net Promoter Score (NPS).
* Provides assistance to Support Analysts and Specialists as required to build capability and ensure that cases progress in line with SLA commitments.
* Maintains clear, comprehensive, and timely documentation of activities, including through case and file notes.
* Assists the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
* Works collaboratively with Product and Content teams to create and maintain user-facing collateral (including but not limited to videos, workbooks, internal and external documentation, and e-learning content).
* Completes timesheets in an accurate and timely manner.
* Working within the Education Horizons Information Security Management System and policies.
* Live and lead the Education Horizons’ values
Skills
* Education Horizons’ products
* School processes and procedures
* Legislative and compliance requirements
* Accounting practicesand concepts
* Third party products commonly used by our clients
* Intermediate to Advanced SQL knowledge.
* Experience of working in a B2B SaaS support or professional services environment
* A strongly customer-service focussedwork ethic
* Strong written and verbal communication skills with an ability to convey technical concepts to non- technical audiences
* Efficient time and priority management skills - the ability to juggle multiple competing activities and keep deadlines.
* Commercial acumen- ensuring accuracy of scopes, quotations and delivery
* Familiarity with service management processes and systems.
At Education Horizons we value output and impact over rules and policies. This means empowering our team members to choose where and when they work with the aim of benefiting our customers, the tasks you are working on, your team and for you!
This also means recruiting the right person for the role. We will consider all qualified applicants regardless of their background, experience, identity or need for flexibility. If you are interested in this role but it might need some flexibility just let us know.
Education Horizons retains the right to remove this advertisement prior to any stated closing date.
We will not be accepting unsolicited phone calls or applications from employment agencies at this time