RCT Cloud Support Specialist at Rectron South Africa

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