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 role is a remote role based in Australia.
Essential duties and responsibilities
Note: 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.
Qualifications and experience
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 environment.
- Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.
- Proficient PC and technical/software skills.
- This role is a remote role, based in Australia. Candidates must have a right to work in Australia without sponsorship.
- Work hours and schedules are set to accommodate the requirements of the position and the needs of the organisation 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 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.
Privacy and data notice
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"), located at 1340 Ridgeview Dr., McHenry, IL 60050 and can be contacted by emailing The Controller’s data protection officer is Samantha Nahra, who can be contacted at Your personal data will be processed for recruitment purposes, including interviews and assessments, and as needed in the recruitment and hiring processes. This processing is necessary for legitimate interests pursued by the Controller.
Your personal data may be shared with Greenhouse Software, Inc., a cloud services provider engaged by the Controller to manage recruitment on the Controller’s behalf. If you are located outside the United States, your personal data may be transferred to the United States and will be subject to EU Standard Contractual Clauses. You can obtain those Clauses by contacting
Your personal data will be retained as long as necessary to evaluate your application. Under GDPR, you may request access to and correction or erasure of your personal data, restrict processing, or request data portability. You may also lodge a complaint with an EU supervisory authority.
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