Education, Training & Support Specialist
Education, Training & Support Specialist
Spotlight Reporting provides progressive accountants, CFOs and Finance Managers with an impressive range of dashboards, reports and forecasts that save time and effort while delivering clarity for business making decisions. We also assist accounting firms to transform their businesses by providing advisory education resources, allowing them to deliver further advisory services and earn new revenue.
We're seeking an Education, Training & Support (ETS) Specialist to join our team in Sydney and support our growing Australian customer base.
This ETS role exists to optimise the Spotlight Reporting subscriber experience by providing exceptional customer training, support, resources and human contact to meet a diverse range of needs and promote the products of Spotlight Reporting to our global customer base and a portfolio of Australian subscribers.
Core Responsibilities
1. Training Delivery for Subscribers
* Work with our Customer Success Specialists and Sales Team to execute training plans for new and existing subscribers
* Provide ongoing training and interactions per our structured programme of engagement
* Proactively contact subscribers to promote and organise training sessions that are relevant to their business and team
* For high value subscribers, provide in-person training and workshops.
2. Webinars / Resources
* Collaborate with Marketing to deliver product training via online webinars, one-to-one and one-to-many online training
* Contribute to the ongoing development and improvement of support resources, including internal and external knowledge base (Help Centre) content, training videos and other online resources
3. Customer Support
* Provide exceptional customer service to our global customer base. This is primarily via Zendesk but can occur via an online call to assist with particular issues.
4. Enablement / Service
* Work through the onboarding plan for all new SVCFO (and above) subscribers to ensure training is booked in and executed on promptly
* Liaise with our Product and Development teams to resolve customer-facing issues
* Identify and log any potential product requests and feedback for change, and follow up where appropriate
* Assist the Product and Development teams as needed with pre and post-release testing and troubleshooting.
5. Project Delivery
* Support the Education, Training and Support Team Manager to improve and evolve ETS resources for our customers.
This Job Description is not exhaustive.
Key Attributes
* Engaging, able to quickly build relationships with people, and an attentive listener
* Team player with strong collaboration skills
* Highly organised with the ability to prioritise tasks
* Embraces processes and guidance provided
* Excellent communication, troubleshooting, and problem-solving skills
* Highly self-motivated
* Ability to think laterally and in the best interest of the customer and the company
* Knowledge of basic accounting principles and terminology
* Good humoured, positive and results-orientated
* Good attention to detail and follow-through
* Experience in or with the Accounting industry is a plus
Key Experience
* Experienced in delivering impactful customer training
* Minimum of four years experience in a customer support or training role
* Experience with using or supporting accounting software is desirable
* Experienced in creating video content
* Experienced in writing instructions or technical documentation.
This role is
* Part-time or Full-time and permanent
* Office-based role in Sydney with the potential to work from home 1 day per week
* Travel within Australia may be required
Please submit both your Cover Letter and CV to
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Education and Training
* Industries
Software Development
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