Job Description

Job Purpose

Rectron is a distributor that brings technology solutions to the Southern African market through a channel of resellers. In the evolution of our business, Rectron is focusing on delivering cloud solutions through our reseller channel to end customers.



The role of the RCT Cloud operations team is to support the growth of the business through delivering service excellence to internal and external customers. The Operations Specialist will oversee the team, ensuring adherence to deliverables, and to drive operational efficiencies within the team.

Job Dimensions

Operations & Support

Provide seamless operations for the MS Cloud & Software team by: + Processing orders on time
+ Resolving operations queries
+ Assisting resellers with pre and post sales assistance
Work with the business admin team, ensuring that onboarding processes are up to date and complete. Engage the finance team to identify financial risks amongst the partner base. Define operational processes driving faster turnaround times and promote ease of doing business with Rectron.


RCT Cloud Portal

Be a knowledgeable person at Rectron with regards to Rectron BSS and the RCT Cloud Portal Keep the RCT cloud portal up to date with + Products
+ Product listing
+ Pricing
+ Reseller listing
Assist the product management teams to onboard solutions to the portal as needed, or to improve customer experience

Reporting

Run monthly reporting for the business unit including reconciliation, and profit and loss analyses Work with the business unit to build reports as required to support the business

Stakeholder Management

Work with vendor support teams to ensure that customer issues are resolved timeously Align with internal teams to drive a high level of proactive service Stakeholder Management

+ Work with vendor support teams to ensure that customer issues are resolved timeously
+ Align with internal teams to drive a high level of proactive service
Knowledge Maintenance


+ Maintain sound technical knowledge on Rectron's MS cloud & software solutions.
+ 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
+ Sound knowledge on Microsoft licensing & order processing protocols.
Leadership & Coaching


+ Guide the team on how to build meaningful internal and relationships, where we become an integral business partner.
+ Coach the team on how to provide exceptional customer service.
+ Assist in problem resolution, coaching the team to become independent in resolving problems, but bringing awareness to management if necessary.
+ Ensure that the team completes all required training within required timelines.
+ Drive the team to deliver service in line with internal and customer SLAs.
+ Ensure that the team maintains systems to keep them up to date.
+ Run regular review sessions with the team.
+ Lead by example.

Core Competencies

Communication


+ Communicate politely and effectively across internal and external stakeholders
+ Get back to stakeholders timeously
+ Manage expectations with stakeholders
+ Work in a team
+ Good presentation skills
+ Collaborate across internal and external stakeholders
Organisation and self-management


+ Manage time
+ Prioritise tasks
+ Plan and organise
+ Learn independently
+ Work under pressure
Problem Solving


+ Listen and effectively analyse and solve problems
+ Proactively find solutions to problems using all available resources
+ Know when to ask for help from internal or vendor resources
Numeracy & Analytical Skills


+ Strong numeracy and analytical ability
+ Ability to build reports with all available information
Leadership


+ Lead by example.
+ Coach people in your team at a level that is appropriate to the individual.
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; filters; sums
+ Microsoft PowerPoint: Putting together basic, neat presentations
+ Microsoft Outlook: Sending/receiving emails; out of office settings; scheduling meetings; attachments; scheduling conference calls
+ Microsoft Teams: Sending/receiving message; joining conference calls
+ Microsoft SharePoint: updating content; finding content across the organisation
+ Microsoft PowerBI: building reports

Key Performance Indicators

Team Goal Attainment


+ Team knowledge on MS licensing & ordering processes
+ Team meets all set metrics on support and operations
+ Team remains on track with all training requirements
Reporting


+ Deliver value to the business through the provision of reports and insights to the business

Qualifications

+ Minimum: Matric
+ Recommended: Technical qualification an advantage

Required Experience

+ 5+ years in an operations and/or support environment
+ 2+ years in managing an operations environment

Training & Certifications

Mandatory


Here is a list of mandatory trainings / certifications.


Note that these are subject to change, depending on vendor and/or Rectron requirements.


All training needs to be refreshed annually and completed before the end of May each year. Update your Specialist on your progress.


Should you require training paid for by Rectron to pass the requisite exams, these will fall within Rectron's study policy. Please consult the HR team if required.




+ Microsoft
- Microsoft 365 Fundamentals - Microsoft Exam MS-900
- Microsoft Azure Fundamentals - Microsoft Exam AZ-900
- Microsoft Get Licensing Ready (http://www.getlicensingready.com)
Licensing Fundamentals Licensing Specialist: On premises products Licensing Specialist: Online Services Licensing Specialist: Azure Solutions Licensing Specialist: Dynamics 365 Licensing Specialist: Power Platform Licensing Specialist: CSP Program for Partners Licensing Specialist: Open and Open Value + - Bitdefender (http://elearning.bitdefender.com)
LearningBit Session 75: Why Should a Customer Choose Bitdefender GravityZone Business Security and Advanced Business Security Overivew Bitdefender Business Portfolio Commercial Training 2021 GravityZone cloud MSP Security Commercial Training How to Demo Gravityzone Cloud Console Capabilities Bitdefender Cloud Security for MSP Bitdefender Business Portfolio Technical Training

- Acronis (https://partners.acronis.com)
Acronis #CyberFit Cloud Tech Foundation Acronis #CyberFit Cloud Associate - Backup Acronis #CyberFit Cloud Associate - Disaster Recovery Acronis #CyberFit Cloud Associate - Protect Acronis #CyberFit Cloud Associate - Files & Notary Acronis #CyberFit Cloud Sales Associate Backup Acronis #CyberFit Cloud Sales Associate Protect Acronis #CyberFit Cloud Sales Associate Disaster Recovery Acronis #CyberFit Cloud Sales Professional + - Ad-hoc product training sessions Recommended

Relationships

Internal


- RCT Cloud team
- Rectron sales team and Specialists

External


- Resellers
- End Customers
- Vendor