Accessit Customer Experience Specialist

📌 Core Information

🔹 Job Title: Accessit Customer Experience Specialist

🔹 Company: Follett Software, LLC

🔹 Location: Wellington, New Zealand

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Wed Apr 02 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering the ‘Getting Started’ training program to new customers.
• Providing customer care support via multiple channels.
• Participating in and leading training workshops and demonstrations.
• Developing support and training communication materials.

ASSUMPTION: The role requires a strong educational focus with a customer-centered approach, reflecting the company's mission of supporting educational institutions through technology.

📋 Key Responsibilities

✅ Deliver the ‘Getting Started’ training program to new customers.

✅ Provide ‘New Customer Care’ support via phone, email, and remote support.

✅ Conduct training, workshops, and product demos at industry meetings and events.

✅ Develop and deliver customer support and training materials.

✅ Promote the company professionally during client interactions.

✅ Attend global customer support team meetings.

✅ Report to the ANZ Customer Experience team lead and use remote access software for training/support.

✅ Stay updated with software release notes and other value-add products.

✅ Other duties as assigned.

ASSUMPTION: Responsibilities include a mix of customer interfacing and technical support, implying a need for strong multitasking abilities and communication skills.

🎯 Required Qualifications

Education: Bachelor’s degree or Diploma in Library and Information studies, Information Technology, or a related field, or equivalent work experience.

Experience: 1-3 years’ experience in a library role or customer service.

Required Skills:

• Customer Service
• Technical Support
• Training and Communication
• Problem Solving

Preferred Skills:

• Experience with library management systems
• Advanced technical troubleshooting abilities

ASSUMPTION: Candidates are expected to have a background in education or library services given the focus on educational technology.

💰 Compensation & Benefits

Salary Range: Not specified - Competitive within education technology industry.

Benefits:

• Comprehensive health insurance
• Professional development opportunities
• Work-life balance initiatives

Working Hours: 40 hours per week with potential for flexible scheduling depending on client needs.

ASSUMPTION: Compensation likely includes a comprehensive benefits package tailored to the educational sector.

📌 Applicant Insights

🔍 Company Context

Industry: Education - specifically focused on educational technology solutions.

Company Size: 1,001-5,000 employees, indicating a mid-large enterprise with diverse opportunities.

Founded: Not Specified

Company Description:

• Empowers educators via technology
• Enhances educational processes and student success
• Offers integrated, user-friendly solutions

Company Specialties:

• K12 Education
• EdTech Solutions
• Empowering Educators

Company Website: https://follettsoftware.com/

ASSUMPTION: The company is positioning its software to directly support educators, suggesting a deep integration within their operations and strategic growth.

📊 Role Analysis

Career Level: Entry to Mid-level, suitable for those transitioning from teaching or a similar service-oriented field.

Reporting Structure: Reports directly to the ANZ Customer Experience team lead, indicating clear line management.

Work Arrangement: On-site with prospects of remote engagements for training or external meetings.

Growth Opportunities:

• Potential to advance within the customer experience team
• Opportunities to specialize in educational software support
• Cross-departmental projects within the organization

ASSUMPTION: Due to the company's size, there may be ample internal mobility and opportunities for professional growth.

🌍 Location & Work Environment

Office Type: Centralized office in Wellington, equipped for team collaboration and client interaction.

Office Location(s): Wellington, New Zealand

Geographic Context:

• Thriving cultural and economic environment
• Proximity to important educational institutions
• Well-connected via transport infrastructure

Work Schedule: Standard business hours with occasional adjustments for training sessions or client needs.

ASSUMPTION: The Wellington location suggests minimal commuting stress and access to city amenities.

💼 Interview & Application Insights

Typical Process:

• Online Application Submission
• Initial Phone Screening
• In-person Interview

Key Assessment Areas:

• Technical proficiency in educational software
• Customer service aptitude
• Team collaboration skills

Application Tips:

• Highlight experience with educational technology
• Demonstrate problem-solving skills in customer service scenarios
• Emphasize adaptability and learning agility

ATS Keywords: Customer Service, Training, Technical Support, Education Technology, Library Management

ASSUMPTION: The interview process likely emphasizes technical skills and customer service acumen.

🛠️ Tools & Technologies

• Accessit Library
• Remote Support Software
• Educational Training Platforms

ASSUMPTION: The role requires familiarity or a willingness to rapidly learn diverse educational technologies and support tools.

👔 Cultural Fit Considerations

Company Values:

• Empowerment through education
• Commitment to educator success
• Innovation in technology

Work Style:

• Collaborative team environment
• Emphasis on proactive customer engagement
• Responsive and adaptable work approach

Self-Assessment Questions:

• Am I passionate about supporting educators through technology?
• Do I excel in collaborative team settings?
• Am I resourceful in solving technical issues?

ASSUMPTION: A strong alignment with educator-oriented missions would be critical for cultural compatibility at Follett Software.

⚠️ Potential Challenges

• Navigating complex educational technology solutions
• Balancing client support with training deliverables
• Adapting to the rapid pace of technological changes
• Managing multiple concurrent priorities

ASSUMPTION: The role demands resilience and efficient task management due to its multifaceted responsibilities.

📈 Similar Roles Comparison

• Higher client interaction than standard IT support roles.
• Greater focus on educational outcomes compared to general customer service jobs.
• More integrated team dynamics than freelance technical positions.

ASSUMPTION: Similar roles would not offer the same level of educational influence as this position does.

📝 Sample Projects

• Designing a "Getting Started" program for a new school district client
• Leading a workshop at an Accessit Roadshow
• Developing FAQ and support documentation for user platforms

ASSUMPTION: Projects likely align closely with improving customer onboarding and training experiences.

❓ Key Questions to Ask During Interview

• What are the primary goals of the Accessit Library product?
• Can you elaborate on the typical client profile?
• What are the biggest challenges currently faced by the customer experience team?
• How does the company support ongoing professional development?
• What tools are essential for day-to-day operations?

ASSUMPTION: These questions can provide deeper insights into both organizational strategy and day-to-day operations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Follett Software careers page
• Ensure your resume highlights relevant customer service and technical experience
• Prepare for a potential technical screening
• Research the Accessit Library product in detail
• Contact recruiting@follettsoftware.com for additional inquiries

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

```