RCT Cloud Support Specialist

at  Rectron

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

THE CANDIDATE MUST POSSESS THE FOLLOWING CAPABILITIES:

• 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
• Microsoft Outlook: Sending/receiving emails, out of office settings, scheduling meetings, attachments
• 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

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

Please refer the Job description for details