Job Vacancies at Pinnacle ICT

Job Purpose

• The purpose of this role is to act as the primary contact for Support and Sales IT services. The role involves, answering incoming calls and emails from customers who need pricing and support, responding to customer queries and inquiries, providing recommendations on IT solutions, managing complaints, and providing general services information.

Key Responsibilities

•  Answer incoming calls and respond to customer’s emails
•  Manage large amounts of inbound and outbound calls in a timely manner
•  Provide product and service information to customers
•  Manage and resolve customer complaints
•  Answer customer queries
•  Pipeline management
•  CRM management
•  Achieve monthly sales target
•  Identify and escalate issues to supervisors
•  Recognize, document, and alert the management team of trends in customer calls
•  Complete call logs and applicable reports
•  Other duties as assigned

Requirements
Experience and Knowledge:

•  Proficient in relevant computer applications
•  1-3 years of experience in a call center environment
•  Previous experience in a customer support or sales role
•  Knowledge of customer service practices and principles
• Prior working experience within an IT Company or in the ICT Distribution industry will be an advantage.
•  Previous experience selling and working with customers at all levels of an organization including high-profile customers.
•  Working experience in a customer service environment

Skills and Education:

•  Matric is required
•  Excellent data entry and typing skills
•  Strong telephonic and verbal communication skills along with active listening
•  Customer focus and adaptability to different personality types
•  Consistency and a strong work ethic
•  Ability to handle stressful situations appropriately and necessary soft skills
•  Ability to multi-task, set priorities, and manage time effectively
•  Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
•  Organized individual who is deadline-driven with good time management skills
•  Excellent interpersonal skills
•  Good attention to detail
•  Sales and upselling skills
•  Developed negotiation skills

Personal Attributes

•  Able to work in a pressured environment, to chase and meet targets
•  Interested in IT products and technology
•  Interested in continuously learning about technology products
•  Confident, self-motivated, and display a high level of energy
•  Customer service orientated
•  Enjoy collaboration and able to work as part of a team
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed

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Job Purpose

• The primary purpose of this position is to support all computer users within Pinnacle’s Cape Town Branch ensuring an exceptional level of customer service.
• This includes supporting and maintaining in-house computer systems, desktops, peripherals, and IT assets.
• This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. This will also include training end-users. Troubleshooting problems timeously and accurately will be one of the main performance areas.

Key Responsibilities

•  Receive and respond to incoming helpdesk calls and e-mails regarding hardware problems
•  Communicate and partner with the Helpdesk to ensure transparency
•  Ensure that all incoming calls are closed within the agreed Service Level Agreement (SLA) timelines
•  Tracking incoming support calls
•  Ensure that unusual troubleshooting calls are documented in the Helpdesk’s knowledgebase
•  Dedicated support to Executive and Director level employees
•  Desktop backup support
•  Daily/Weekly/Monthly reporting (open calls, current projects, risk identification, system performance)
•  Ensure that databases are fully optimized
•  Work with end users to identify and deliver required PC service levels
•  Liaise with, and provide training and support to, end users and staff on computer operation and other issues
•  Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
•  Where required, install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products
•  Monitor and test PC performance and provide PC performance statistics and reports
•  Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
•  Accurately document instances of hardware failure, repair, installation, and removal.
•  Construct, install, and test customized configurations based on various platforms and operating systems
•  Conduct research on computer products in support of PC procurement and development efforts
•  Evaluate and recommend hardware products for purchase
•  Identify and deliver required hardware service levels according to company policies
•  Liaise with, and provide training and support to, end users and staff on equipment operation and other issues
•  Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed
•  Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
•  Document hardware failure, repair, installation, and removal
•  Attending training sessions both during and after working hours

Requirements
Experience and Knowledge:

•  5 - 8 years working experience in a similar position
•  Experience in liaison for communication between various parties to be able to troubleshoot effectively and efficiently
•  Level of experience in providing support to multiple employees/stakeholders simultaneously
•  Proven experience in decisiveness (ability to make decisions, render judgment, take action & and apply corrective measures)

Skills and Education:

•  Matric
•  College diploma or university degree (essential) – N+ / A+
•  Microsoft MCSE 2003 / 2022 (essential)
•  Microsoft Office 365 AND Microsoft Operating System knowledge (essential)
•  Microsoft Certified Systems Engineer (MCSE) Windows 2003/2022 (essential)
•  College diploma or university degree (essential) – N+ / A+
•  Microsoft MCSE 2003 / 2022 (essential)
•  Microsoft Office 365 AND Microsoft Operating System knowledge (essential)
•  Microsoft Certified Systems Engineer (MCSE) Windows 2003/2022 (essential)

Personal Attributes

•  Able to work in a pressured environment with large volumes
•  Interested in continuously learning about technology products and systems.
•  Appreciation of security compliance
•  Confident, self-motivated, and display a high level of energy.
•  Customer service orientated.
•  Enjoy collaboration and be able to work as part of a team.
•  High attention to detail
•  Proactive, tactful, and a technology-driven individual
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed
•  Patience

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Job Purpose

• The Customer Success Consultant plays a crucial role in ensuring customer satisfaction post-purchase by providing support, handling warranties, and addressing any issues, problems, or concerns related to ICT products or services.
• This role will serve as a critical function to ensure that exceptional post-purchase support is provided to all customers.

Key Responsibilities
Customer Support:

•  Address customer inquiries, issues, and complaints related to post-purchase experiences promptly and professionally via various communication channels
•  Provide operational support, process flow, and guidance for post-sale.

Issue Resolution:

•  Investigate and resolve customer issues effectively, ensuring a positive resolution and customer satisfaction
•  Collaborate with other departments, such as Technical Support or Sales, to resolve complex problems

Product Knowledge and Training:

•  Maintain up-to-date knowledge of Pinnacles full range of ICT products, services, and updates to assist customers accurately.
•  Develop training materials and training guides to educate customers on self-service troubleshooting

Documentation and Reporting:

•  Generate reports on aftersales service activities and customer feedback for analysis and improvement.

Skills & Competencies Required
Experience and Knowledge:

•  2-4 years of experience in a customer support or sales environment
•  Excellent proficiency in relevant computer applications
•  Knowledge of customer service practices and principles
•  Prior working experience within an IT Company or in the ICT Distribution industry will be an advantage
•  Previous experience in customer sales and post-purchase support at all levels of an organization including high-profile customers
•  Knowledge of ICT Hardware products and ICT services will be an advantage

Skills and Education:

•  A diploma or relevant certification in ICT or a related field is advantageous
•  Strong telephonic and verbal communication skills along with active listening
•  Critical customer resolution skills
•  Conflict management skills
•  Customer focus and adaptability to different personality types
•  Consistency and a strong work ethic
•  Ability to handle stressful situations appropriately and necessary soft skills
•  Ability to multi-task, set priorities, and manage time effectively
•  Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
•  Organized individual who is deadline-driven with good time management skills
•  Excellent interpersonal skills
•  Good attention to detail
•  Ability to upsell will be advantageous

Personal Attributes

•  Passion for problem-solving
•  Solution orientated
•  Tactful manner of approach
•  Able to work in a pressured environment and manage stressful interactions
•  Interested in IT products and technology
•  Interested in continuously learning about technology products
•  Confident, self-motivated, and display a high level of energy
•  Customer service orientated
•  Enjoy collaboration and able to work as part of a team
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed

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Role Description

• Reporting to the Business Unit Manager, the successful candidate will be based in Midrand and will be responsible for the following:

Key Responsibilities 

• Achieving GP Target monthly
• Managing stock within budget and weeks of inventory
• Manage Aging stock within budget
• Strategic ordering of product
• Achieving sell-in and sell-out target
• Manage relationships and align with vendors, being Lenovo
• Manage relationships and align with retailer and Pinnacle sales team
• Responsible for all Lenovo costings/quotes to retailers
• Understanding of Forex conversions/calculations
• Engage with all relevant parties at Pinnacle and subsidiary companies
• Logistical
•  Maintain the ERP system up to date with product codes and pricing agreements
•  Attend weekly sales meetings and assist in resolving stock issues
• Manage stock efficiently
•  Drive active and aging stock
•  Understand the logistical process
•  Responsible for order managing process to maintain service and stock levels
• Build and maintain internal and external relationships
•  Liaise with suppliers for promotional funds and materials
•  Maintain relationships with customers to understand their requirements and incorporate them into the stock forecasting

Requirements

• Matric with mathematics is essential, an IT or sales and marketing tertiary qualification and/or relevant diploma is essential
• Minimum 3 years of work experience within an IT environment
• Previous IT distribution experience will be an advantage
• Must understand the IT market and the specific needs around the different market segments
• Above average computer literacy in MS word, Outlook, PowerPoint, and MS Excel
• Relevant technical knowledge and technology-driven
• Ability to learn products with ease
• Spreadsheet knowledge in drawing up and utilizing reports (Rate of Exchange linked costing calculations, stock management, product reordering, aging stock, etc.)
• Customer focused and delivering above average customer service i.e., customer satisfaction principles and practices as well as service quality orientated
• Ability to network, build and maintain relationships with internal and external customers as well as have a grasp of the different cultures
• Attend and present product training
• Strategic thinker with strong planning, negotiation, and execution skills
• Excellent customer engagement and relationship-building skills
• Ability to carry through a task to completion i.e., results-driven as well as deadline driven
• Above average administration skills, communication skills, and writing skills
• Good time management and ability to effectively prioritize workload
• Copes effortlessly within a high-stress and pressurized environment i.e., ability to handle pressure
• Meet weekly and/or monthly targets
• Be willing to go the extra mile
• Mature outgoing personality, energetic go-getter with will succeed
• General business acumen
• Must have a valid driver's license and own reliable transport
• Basic calculations (ability to work with numbers)
• Self-actualization (capacity to assert oneself)
• Motivation (ability to motivate others)
• Negotiation (in a spirit of cooperation with the aim of an amicable outcome)
• Tact (courteous, diplomatic, respectful manner)
• Excellence orientation (set and achieve high standards & ongoing improvement)
• Feedback (provide positive, helpful & productive feedback)
• Liaison (establish effective personal contact/channel for Communication between parties)
• Written communication (convey information through written instruction)
• Decisiveness (ability to make decisions, render judgment, take action & apply corrective measures)
• Evaluating (ask questions, analyse, give attention to, and attention to detail)

Personal Attributes

• Attention to detail is essential
• Able to exercise independent judgment and take action on it
• Analytical thinker and problem solver
• Planning and organizational skills
• Logical and efficient
• Self-confidence, self-development and self-driven
• High energy levels
• Patience
• Sales acumen

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Job Purpose

• The purpose of this BDM position is to expand Pinnacle’s Enterprise product presence into the Channel customers in the IT Distribution industry.
• The ideal candidate will be responsible for identifying new business opportunities, growing customer relationships, and driving the growth of Pinnacle Enterprise solutions and services.

Key Responsibilities

•  Develop and execute a comprehensive sales strategy to meet and exceed revenue targets
•  Achieve monthly sales targets
•  Establish and grow Enterprise business
•  Generate sales leads and prospects
•  Build and maintain strong customer relationships, understanding their needs and proposing IT
• solutions that align with their goals and liaise with customers regularly to maintain and build
• relationships
•  Develop a sales plan per account
•  Deliver relevant product presentations and entertain clients
•  Generate sales leads and constant follow-up with deals
•  Identify sales opportunities to market Enterprise products and the Company
•  Compile quotations and deal registrations
•  Negotiate terms and close sales deals
•  Following up on quotes and converting them to orders
•  Attend product training and events
•  Stay updated with IT market trends, certifications, and emerging opportunities
•  Build strong relationships with Enterprise brand teams and vendors
•  Stay updated with industry trends, competitors, and emerging technologies
•  Provide regular sales reports and updates

Requirements
Experience and Knowledge:

•  A minimum of 7 years of sales experience in an External Sales or BDM position
•  A minimum of 5 years of sales experience within the ICT Distribution industry
•  A minimum of 3 years of working experience within a large corporate entity with ICT Distribution products
•  A minimum of 3 years of experience in Enterprise product sales
•  Proven track record of sales success within the ICT Distribution industry
•  Previous experience selling and working with customers at all levels of an organization including high-profile customers
•  Experience in identifying sales opportunities and using skill set to develop solutions
•  Working experience in a customer service environment
•  Experience developing sales plans and closing deals

Skills and Education:

•  Matric is required
•  Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
•  Proven sales skills/ability
•  Excellent verbal and written business communication skills
•  Good sales presentation skills
•  Able to complete basic calculations (ability to work with numbers)
•  Organized individual who is deadline-driven with good time management skills
•  Excellent interpersonal skills
•  Good attention to detail
•  Developed negotiation skills

Personal Attributes

•  Able to work in a pressured environment, to chase and meet targets
•  Passionate about sales
•  Interested in IT products and technology
•  Interested in continuously learning about technology products
•  Confident, self-motivated, and display a high level of energy
•  Customer service orientated
•  Enjoy collaboration and able to work as part of a team
•  Above average attention to detail
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed

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Job Purpose
The successful candidate will be responsible for the full Credit Control function within the Retail Accounts Receivable department.

Key Responsibilities

•  Carry out full Credit Control function
•  Ensure that all queries relating to proof of delivery, goods returned, rebates, or claims are resolved within a reasonable timeframe
•  Liaise with Warehouse staff as well as Sales staff on issues related to credit control.
•  Accept responsibility for the performance and duties as laid down by Company policy
•  Monthly Debtor’s reconciliations
•  Daily action on outstanding queries
•  Monthly Cash flow/banking forecasting
•  Processing daily receipts and aging Debtor’s accounts correctly and assisting Cash Book Clerks to resolve queries
•  Daily assistance to other departments such as Sales and Warehouse
•  Reporting default of payment to Retail Credit Manager
•  Meet monthly collection targets and reduce the Day’s Sales Outstanding
•  Attend to monthly statements and close-off procedure

Requirements
Experience and Knowledge:

•  Minimum of (5) years of relevant experience in Retail Credit Control
•  Understanding of the National Credit Act or other related Acts
•  Advanced level of Excel knowledge and skills (Pivot / VLOOKUP, etc)

Skills and Education:

•  Matric with mathematics is essential
•  Relevant Financial tertiary qualification is preferred
•  Strong reconciliation skills
•  Excellent administration skills are essential
•  Ability to work and perform without direct supervision
•  Good time management and well organized i.e., deadline driven, able to plan and prioritize a high workload
•  Advanced computer literacy in MS Word, Excel, Outlook, and PowerPoint
•  Ability to manage stress and a pressurized environment
•  Excellent communication skills, both verbal and writing, as well as interpersonal skills
•  Willing to go the extra mile
•  Technology driven
•  Excellent Negotiation skills

Personal Attributes

•  Mature outgoing individual
•  Organized and planned individual
•  High attention to detail
•  Assertive and positive individual with a high energy level
•  Ability to collaborate as part of a team
•  Analytical thinker and problem solver

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Job Purpose

• The successful candidate will be responsible for the implementation, reviewing, and updating of the Risk Management and Compliance Program (FICA), including the processes attached thereto.

Key Responsibilities

•  Carry out full Credit Control function
•  Implementation of FICA: Risk Management and Compliance Program
•  Reviewing and updating of FICA policy
•  Preparation and delivery of relevant FICA training, internally as well as with customers
•  Assist with the preparation and submission of FICA reporting
•  Handing over of overdue debt to the respective debt collectors
•  Monitoring and reporting on the progress of legal accounts
•  Liaise with debt collectors and/or attorneys
•  Assisting with Risk Mitigation Reports
•  Drafting of collateral documentation
•  Applying and liaising with CGIC regarding the credit limit request of new and existing customers
•  Ensuring that supporting documentation is sent and scanned for all credit applications
•  Opening of accounts on SAGE as well as maintaining of Master Data

Requirements
Experience and Knowledge:

•  A minimum of five (5) years of experience in Credit Vetting or Legal
•  Understanding of the National Credit Act or other related Acts
•  Advanced level of Excel knowledge and skills (Pivot / VLOOKUP, etc.)
•  Good understanding of Finance

Skills and Education:

•  Matric with mathematics is essential.
•  Relevant Credit Management Diploma or Degree.
•  Advanced computer literacy in MS Word, Excel, Outlook, and PowerPoint
•  Good knowledge of the service industry and customer management principles
•  Ability to work in a high-stress and pressurized environment
•  Excellent time management skills, deadline-driven, able to plan and prioritize a high workload
•  Excellent communication skills, both verbal and writing, and people skills
•  Excellent, detailed administration skills
•  Developed analysis, problem solving and evaluation skills
•  Good negotiation skills

Personal Attributes

•  Mature outgoing individual
•  Well-groomed and highly presentable
•  Well-organized individual
•  High attention to detail
•  Service quality orientated
•  Customer focused.
•  Willing to go the extra mile and succeed
•  Technology driven
•  Positive, motivated individual with a high level of energy
•  Self-driven and willing to go the extra mile
•  Enjoys collaborations and working as part of a team
•  Analytical thinker
•  Problem Solver

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Job Purpose

• The Customer Experience Officer plays a crucial role in ensuring customer satisfaction post-purchase by providing support, handling warranties, and addressing any issues or concerns related to ICT products or services.
• This role will serve as a critical function to ensure that exceptional post-purchase support is provided to all customers.

Key Responsibilities
Customer Support:

•  Address customer inquiries, issues, and complaints related to post-purchase experiences promptly
• and professionally via various communication channels
•  Provide operational support, process flow and guidance for post-sale

Operational Support:

•  Manage and drive attendance for customer events
•  Address and resolve technical/warehouse queries

Issue Resolution:

•  Investigate and resolve customer issues effectively, ensuring a positive resolution and customer
• satisfaction
•  Collaborate with other departments, such as technical support or sales, to resolve complex
• problems

Product Knowledge and Training:

•  Maintain up-to-date knowledge of ICT products, services, and updates to assist customers
• accurately
•  Develop training materials or guides to educate customers on self-service troubleshooting

Documentation and Reporting:

•  Generate reports on aftersales service activities and customer feedback for analysis and

improvement

Requirements
Experience and Knowledge:

•  2-4 years of experience in a customer support or sales environment
•  Excellent proficiency in relevant computer applications
•  Knowledge of customer service practices and principles
•  Prior working experience within an IT Company or in the ICT Distribution industry will be an advantage
•  Previous experience in customer sales and post-purchase support at all levels of an organization including high-profile customers
•  Knowledge of ICT Hardware products and ICT services will be an advantage

Skills and Education:

•  A diploma or relevant certification in ICT or a related field is advantageous
•  Strong telephonic and verbal communication skills along with active listening
•  Critical customer resolution skills
•  Customer focus and adaptability to different personality types
•  Consistency and a strong work ethic
•  Ability to handle stressful situations appropriately and necessary soft skills
•  Ability to multi-task, set priorities, and manage time effectively
•  Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
•  Organized individual who is deadline-driven with good time management skills
•  Excellent interpersonal skills
•  Good attention to detail
•  Ability to upsell will be advantageous

Personal Attributes

•  Passion for problem-solving
•  Solution orientated
•  Tactful manner of approach
•  Able to work in a pressured environment
•  Interested in IT products and technology
•  Interested in continuously learning about technology products
•  Confident, self-motivated, and display a high level of energy
•  Customer service orientated
•  Enjoy collaboration and able to work as part of a team
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed

go to method of application »

Job Purpose

• Play a pivotal role in driving growth and revenue for the Dell Enterprise Brand team Responsible for identifying new business opportunities, generating revenue, forging strategic partnerships, and expanding market presence. To provide support and generate new business for the Dell Enterprise brand.

Key Responsibilities

•  Develop relationships with both the defined set of Dell EMC Partners and selected resellers
•  Grow share of wallet of Dell EMC branded products across Pinnacle’s customer base
•  Identify and develop new revenue streams for emerging Dell Technologies into these accounts
•  Liaise with vendors and clients for all new business and maintain current client base,
•  Provide weekly sales forecast to management
•  Provide input to the product team regarding stock holding
•  Work with reseller partners to devise Dell EMC growth strategies and implement these strategies
•  Give input into and assist in implementing marketing strategies and assist with the sales process
•  Identify and assist in implementing market strategies
•  Disseminate product information to sales and customers (including training schedule)
•  Position vendor product set as part of product dissemination
•  Track and share market knowledge on competitive brands
•  Keep abreast of the latest technology and relevance to the Dell EMC brand
•  Display knowledge of roadmaps and product life cycle

Requirements
Experience and Knowledge:

•  A minimum of 3 years of Business Development/ and or External Sales experience is essential
•  Previous Enterprise (Servers/Storage) industry experience is essential
•  Previous experience working in the T Distribution industry
•  Good understanding and knowledge of the IT market, reseller channels, marketing, and promotional strategies are essential
•  Good understanding of IT industry and OEM channel
•  Proven track record of sales success (preferably within the ICT Distribution industry)

Skills and Education:

•  Matric is essential
•  A relevant tertiary qualification/diploma in Business Management, Sales, IT, and or Marketing, will be an advantage
•  Advanced knowledge of the full MS Office suite is essential
•  Knowledge of the process critical to sales e.g., RMA’s & deliveries
•  Service quality orientated
•  Previous experience selling and working with customers at all levels of an organization including high-profile customers
•  Experience in identifying sales opportunities and using skill set to develop solutions
•  Working experience in a customer service environment
•  Experience preparing and presenting quotations
•  Experience developing sales plans and closing deals
•  Ability to manage stress, work under pressure and manage a high workload
•  Customer-focused with excellent customer service skills
•  Planned with good time management skills
•  Negotiation skills for interactional purposes with clients and vendors
•  Ability to manage relationships on all levels within a company

Personal Attributes

•  Well-groomed and highly presentable
•  Highly organized individual
•  High attention to detail and enjoys being organized
•  Positive, high-energy individual
•  Willing to go the extra mile within the industry and work overtime with month-end sale deadlines
•  Ability to collaborate as part of a team and to work independently
•  Analytical thinker and self-motivated
•  Enjoys working with diverse cultures