Job Description

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

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

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