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Rct Cloud Support Specialist
2 weeks ago
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
- 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
- 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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