Rct Cloud Support Specialist

2 weeks ago


Midrand, Gauteng, South Africa Rectron Full time
The role of the support specialist is to help customers with post-sale support queries across the RCT Cloud

solution set. It is important to provide exceptional levels of support to ensure a positive end-to-end

customer experience. In addition, to support, Rectron's RCT-Cloud Support specialists also act as a backup

for sales and operations.

Outputs and Responsibilities

Technical Support

  • Assist resellers and internal teams with technical queries relating to products, systems, programs and tools
  • Act as the bridge between Rectron and vendor support for our resellers and/or their end customers
  • Regular followups with relevant parties should you experience delays due to nonresponse
  • Communicate frequently encountered queries with the RCT Cloud team, and schedule training with the relevant teams to show how these issues are resolved

Operations Backups

  • Act as the backup for the RCT-Cloud operations specialist as required. These duties include, but are
- not limited to:

  • Processing of orders on vendor systems and tools
  • Processing of purchase orders and invoices on Rectron's systems and tools
  • General reporting

Administrative

  • Ensure Rectron's support ticketing system is always up to date:
  • Tickets assigned correctly
  • Details on resolutions captured
  • Tagging of tickets
  • Assist in other administrative tasks as required
  • Escalate issues to manager and/or product managers as required

Vendor Engagement

  • Work with vendor support teams to ensure that customer issues are resolved timeously

Sales

  • Where needed, assist customers with quotations
  • Ensure that a salesperson is always copied in on quotations sent to customers

Knowledge Maintenance

  • Maintain sound technical knowledge on Rectron's cloud solutions. This will require to do regular
- training

  • Ensure upkeep of relevant vendor certifications
  • Maintain a good level of awareness and understanding of all of Rectron's products, so you may assist resellers immediately

RCT Cloud Team Accountability

  • Proactively assist colleagues where help is needed
  • Nominate a team member as your backup for when you are not in the office
  • Raise issues with colleagues as they arise, and work together to resolve those issues

Reseller Support

  • Respond to resellers within 2 hours of receipt of new cases
  • Adequate followups of existing cases
  • Resolve all queries within 24 hours, with the understanding the delays are only acceptable if we are waiting on updates from the vendor or customer
  • Always maintain a positive customer satisfaction score

Education/Qualification, Skills and Experience required

  • Grade 1
  • Technical qualification
  • 2+ years in a technical customer support environment


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