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Rct Cloud Support Specialist

1 month ago

Midrand, South Africa Rectron Full time

The cloud/software business unit is a sales focused entity within Rectron. Given the complex nature of the sale and the operations of the business, it is important that we provide resellers with exceptional levels of post-sales support to ensure a positive end to end customer experience with Rectron. In addition to the important support role, the support specialist will be required to assist resellers with sales, as well as provide a backup for internal operations.

**Primary Objectives**:
Technical Support & Professional Services
- Assist resellers and internal team with technical queries relating to product and basic set up
- Guide resellers and internal team through vendor portals
- Ensure that common issues and resolutions are communicated with the software/cloud team regularly
- Schedule training with the licensing sales team to ensure that all members of the team have a basic understanding of how to support on common queries/issues
- Aid resellers in migrations and deployments
- Proactively drive sales of Rectron professional services, targeting Rectron’s cloud resellers as a base

Sales
- Provide quotations to resellers
- Call downs to Rectron’s customer base to drive sales priorities, including sales of Rectron professional services
- Ensure that CRM systems are adequately updated as required, based on interactions with customers
- Assist in quotations on renewals and recurring billings to ensure that they land on time

Operations Backup
- Act as the backup for the software operations as required. These duties include, but are not limited to:

- Processing of orders on vendor systems and tools
- Processing of purchase orders and invoices orders on Rectron’s systems and tools
- General reporting
- Sales and Pipeline Management
- Good understanding of customers
- Customer relationship management
- Pipeline planning - it is imperative that you understand what the longer term (3-6 months) pipeline looks like
- Computer literacy and PC skills
- Ability to effectively navigate and use a Windows based PC
- Microsoft Word: Proper formatting, typing up of documents
- Microsoft Excel: Pivot tables, v-lookup, filtering, sums
- Microsoft PowerPoint: Putting together basic, neat presentations
- Skype for Business: Sending/receiving messages, joining conference calls
- Dynamics 365: Data capture and reporting
- Vendor Websites and Tools
- Ability to utilize all vendor websites and tools to assist resellers with problems
- Effective Communication- Clear, professional communication
- Getting back to stakeholders timeously
- Manage expectations with stakeholders
- Teamwork
- Basic presentation skills
- Organisation- Time management
- Prioritising of tasks
- Planning and organising
- Problem Solving- Listening to and effectively analyse problems as they arise
- Proactively find solutions to problems using all available resources
- Knowing when to ask for help either from internal or vendor resources

**Education/Qualification**
- Minimum: Matric, University degree with either a business or information technology background preferable
- Microsoft Licensing Solutions Specialist on Microsoft’s Get Licensing Ready tool an advantage
- Any Microsoft technical exam an advantage

**Experience (experience required for the job)**
- At least 2 years’ experience in a support environment
- Sound knowledge of international vendor communication preferable
- Relevant brand knowledge and excellent communication engagement.
- Experience with Microsoft volume licensing agreements preferable

**Skills & Competencies**
- Strong customer relationships
- Good communication & Listening Skills
- Telephone Etiquette
- Ability to work under pressure
- Well disciplined’ individual
- Attention to detail
- Proactive
- Works well in a high-pressure environment

**Key Performance Indicators**
Reseller Support
- Contact resellers to resolve support queries on the same day as queries are received
- Resolve all queries within 24 hours, with the understanding that delays will only be acceptable if we are waiting on responses from vendor
- Follow up regularly with vendors to ensure that resellers receive resolution within SLA period

Targets
- Meet and exceed all targets set by Rectron, with a focus on driving sales of professional services at Rectron

Reseller Engagements
- Call downs at an agreed upon level to drive the cloud/software team’s priorities - 50 unique reseller call downs per month
- Ensure that quotes are responded to within two hours
- Provide assistance in migrations and deployments, per the SLA with resellers

Administrative
- On time submissions of accurate weekly reports (deadline for weekly reports is COB Mondays)

Training
- Maintain expert level on Get Licensing Ready
- Attendance at Microsoft training sessions - online and in person
- Achieve certifications on all licensing related courses on the Microsoft Readiness Portal
- Achieve certifications the Acronis portal
- Achieve certifications on the Bitdefender portal