The Caseware Education & Media team are responsible for providing classroom and online training services for all of Caseware UK’s professional and corporate clients, and play a key role within the client onboarding process. The training courses cover the whole Caseware software suite, and live, virtual, online and blended learning programmes. The Education & Media team are responsible for maintaining existing training material, creating new courses and generating video and audio content for our online training service, webinars and online guidance.
The role has a cross-departmental nature and requires collaboration with regional e-learning teams, Sales & Marketing, Technical Support, Product management and Business Support teams to ensure the client onboarding process is delivered in a professional manner.We offer a hybrid working environment which combines the option of working from home and at our offices in Maidstone, as the role requires.
Your skills & experience:
- Strong active listening and customer interaction skills
- Ability to document technical solutions and best practices to build a knowledge base for client implementations
- Ability to navigate changing priorities and plansIdentify scalable ideas and solutions that help drive future product enhancements
- Excellent verbal and written communication skills, including an attention to detail and accuracy
- A strong interest in Information technology, Cloud technology, and its application within the finance sector
- Strong work ethic and an ability to work with minimal supervision Patient & persistent, whilst maintaining a commercial focus on the project
- Highly competent in the use of standard office IT systems
- Strong inter-personal skills and ability to work as a teamAn aptitude for learning
- A full driving licence, valid to drive in the UK
Primary tasks:
- To assist the Education & Media Manager in maintaining and/or developing suitable training material for use on the company’s training courses, including:e-coursesvirtual tutor-led courses
- Getting Started GuidesDealing with customer emails and similar communications.
- Keeping all email correspondence up to date and filed within the customer directories.
- Rapidly establishing a good working relationship with customers.
- To assist the UK Professional Services Manager in the scheduling and organisation of customer training courses.
- To provide cover for the Education and Media Team Administrator as required.
- Escalation of client queries where necessary to more senior members of the team/manager.
- Required to plan and organise own work in a rapidly changing and technical environment.
- Maintain other training tools such as the UKTraining Cloud server, e-learning software, LearnUpon LMS, Camtasia and Articulate 360.Act as Organiser and Presenter for delivery of client training webinars.
- Manage the company’s social media presence as directed by Client Services strategy (LinkedIn and YouTube) .To maintain your professional knowledge, and remain up to date with current trends in the accounting software and cloud software market.
- Represent the company at periodic Client Service meetings.
- Support the Sales team and provide pre-sales support:Review client reporting requirementsQuery handlingTo maintain your professional knowledge, and remain up to date with current trends in the accounting software and cloud software market.
Secondary responsibilities:
- Support other internal teams as required with advice and guidance on Education and Media Team matters.
- Represent the company and department at exhibitions/demonstrations/customer site as required.
- To ensure that a good level of understanding and knowledge of our organisation’s products and services, which is improved and maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately
- To speak positively and enthusiastically about the company and its products and services to ensure that a professional company and brand image is provided at all times to customers and colleagues
Additional tasks:
- Other administrative and technical tasks that may arise in the general course of business. As with all roles at Caseware UK, the role requires full awareness of, and compliance with the data security and data handling policy of the company.
