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 upGuide resellers and internal team through vendor portalsEnsure that common issues and resolutions are communicated with the software/cloud team regularlySchedule 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/issuesAid resellers in migrations and deploymentsProactively drive sales of Rectron professional services, targeting Rectron's cloud resellers as a baseSales Provide quotations to resellersCall downs to Rectron's customer base to drive sales priorities, including sales of Rectron professional servicesEnsure that CRM systems are adequately updated as required, based on interactions with customersAssist in quotations on renewals and recurring billings to ensure that they land on timeOperations 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 toolsProcessing of purchase orders and invoices orders on Rectron's systems and toolsGeneral reportingThe candidate must possess the following capabilities: Sales and Pipeline ManagementGood understanding of customersCustomer relationship managementPipeline planning – it is imperative that you understand what the longer term (3-6 months) pipeline looks likeComputer literacy and PC skillsAbility to effectively navigate and use a Windows based PCMicrosoft Word: Proper formatting, typing up of documentsMicrosoft Excel: Pivot tables, v-lookup, filtering, sumsMicrosoft PowerPoint: Putting together basic, neat presentationsMicrosoft Outlook: Sending/receiving emails, out of office settings, scheduling meetings, attachmentsSkype for Business: Sending/receiving messages, joining conference callsDynamics 365: Data capture and reportingVendor Websites and ToolsAbility to utilize all vendor websites and tools to assist resellers with problemsEffective CommunicationClear, professional communicationGetting back to stakeholders timeouslyManage expectations with stakeholdersTeamworkBasic presentation skillsOrganisationTime managementPrioritising of tasksPlanning and organisingProblem SolvingListening to and effectively analyse problems as they ariseProactively find solutions to problems using all available resourcesKnowing when to ask for help either from internal or vendor resourcesEducation/Qualification Minimum: Matric, University degree with either a business or information technology background preferableMicrosoft Licensing Solutions Specialist on Microsoft's Get Licensing Ready tool an advantageAny Microsoft technical exam an advantageExperience (experience required for the job) At least 2 years' experience in a support environmentSound knowledge of international vendor communication preferableRelevant brand knowledge and excellent communication engagement.Experience with Microsoft volume licensing agreements preferableSkills & Competencies Strong customer relationshipsGood communication & Listening SkillsTelephone EtiquetteAbility to work under pressureWell disciplined individualAttention to detailProactiveWorks well in a high-pressure environmentKey Performance Indicators Reseller Support Contact resellers to resolve support queries on the same day as queries are receivedResolve all queries within 24 hours, with the understanding that delays will only be acceptable if we are waiting on responses from vendorFollow up regularly with vendors to ensure that resellers receive resolution within SLA periodTargets Meet and exceed all targets set by Rectron, with a focus on driving sales of professional services at RectronReseller Engagements Call downs at an agreed upon level to drive the cloud/software team's priorities – 50 unique reseller call downs per monthEnsure that quotes are responded to within two hoursProvide assistance in migrations and deployments, per the SLA with resellersAdministrative On time submissions of accurate weekly reports (deadline for weekly reports is COB Mondays)Training Maintain expert level on Get Licensing ReadyAttendance at Microsoft training sessions – online and in personAchieve certifications on all licensing related courses on the Microsoft Readiness PortalAchieve certifications on the Acronis portalAchieve certifications on the Bitdefender portal
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