RCT Cloud Support Specialist

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 setup.
• 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 on Rectron’s systems and tools.
• General reporting.

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 analysing 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 on the Acronis portal.
• Achieve certifications on the Bitdefender portal.