Job Vacancies at RSAWEB

Job Duties:

• Responding to queries via phone, email or live chat
• Taking ownership of customer issues and following standard service desk procedures
• Troubleshooting and diagnosing issues with the following services: FTTH, WiFi, Broadband, LTE, Domains, Hosting Services, and ADSL.
• Providing efficient and effective support to achieve a high rate of first-time resolution.
• Following up with customers to ensure full resolution of the problem.
• Ensure internal and external ticket communication is carried out in a professional and timely manner
• Escalation of relevant incidents beyond 1st line support.
• Adhere to shift roster and standby requirements.
• And any other reasonable task.

Requirements

• Completed grade 12
• An IT/Telecommunication qualification
• 5 years' experience providing Technical Support in a Service Desk Environment
• 5 years' experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL.
• At least 2-years experience within an ISP/Telecoms environment.
• Experience using remote desktop support applications
• Strong understanding of ISP/Telecoms networks
• Comfortable with shift work and standby

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Key Objectives

Sales Coordination:

• Collaborate with Sales manager and other stakeholders to create detailed solutions plans that fit the customer requirements for the best possible service. Ensure sales objectives are well-defined and are clearly stated.

Communication:

• Facilitate effective communication between cross-functional teams, various stakeholders, and Sales manager. Regularly update deals and leads status, milestones, and potential risks to all relevant parties.

Documentation:

• Maintain accurate documentation, including pricing and solution proposals, service schedules, sales plans, meeting minutes, action items, and progress reports. Ensure all documentation adheres to organizational standards.

Quality Assurance:

• Collaborate with all teams involved to establish quality assurance processes, ensuring deliverables meet or exceed established standards and customer requirements.

Continuous Improvement:

• Work with the National Channel Manager to identify areas for process improvement within the channel department's sales, solution and service management.

Stakeholder Engagement:

• Cultivate positive relationships with internal and external stakeholders, keeping them engaged and informed throughout the project lifecycle. Address stakeholder concerns and manage expectations.

Job Duties

• Build positive working relationships with channel partners to maximize product sales within the customer base.
• Manage existing partners and recruit new partners for sales growth.
• Coordinate with partners to identify key sales opportunities to generate revenue.
• Provide product training to partners and inform them about services offered.
• Develop and review sales proposals with partners.
• Develop partner specific sales and marketing plans to increase marketing and selling efforts.
• Manage daily sales activities with partners to achieve revenue objectives.
• Assist in product placement and promotional activities to increase sales.
• Coordinate with partners to develop joint business plans to mutually agree with business objectives.
• Perform business reviews and recommend improvements.
• And any other reasonable task.

Requirements

• Proven experience (typically 1-4 years) in Sales Account management in an ISP and / or IT environment.
• Familiarity with sales management methodologies and sales management tools.
• Strong organizational and time management skills with an ability to prioritize tasks and manage multiple accounts concurrently.

Certifications such as:

• A commercial degree is preferred, but not essential.
• Associated work experience will be beneficial.
• Experience with connectivity solutions, internet hosting, virtualization / cloud technologies, and mobile data solutions.
• Experience with network connectivity services.
• Uncover and create new business opportunities through independent prospecting.
• Strong negotiation skills and the ability to close deals under pressure.
• Solid teamwork and communication skills.
• Ownership – able to take responsibility, troubleshoot problems and work with teams to get results.
• Able to cultivate trust and credibility with peers and maintain strong working relationships

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Key Objectives

• Manage a portfolio of clients using excellent relationship building techniques.
• Developing account management strategies and coordinating with internal teams to deliver solutions to meet client needs.
• Using previous business development and solution selling experience to grow RSAWEB Business’s customer base.
• Consistently meet and exceed revenue targets.
• Attending industry networking events.
• Identify opportunities to move legacy customer computing environments into their own unique Virtual Data Centers at RSAWEB Business.
• The ability to create meaningful proposals customised to each customer's requirement.
• The ability to aggressively manage the sales cycle to ensure customers are onboarded quickly and efficiently.
• Effective co-ordination and escalation of matters to relevant business managers.
• Maintain accurate sales forecast and weekly activity reports.
• And any other reasonable task.

Requirements

• Experience with selling Business Connectivity, Cloud, Mobile Data and/or IOT.
• Minimum of 5 to 7-year track record in a Solution Sales / Account Management environment.
• Uncover and create new business opportunities through independent prospecting.
• Provide support and regular updates to clients experiencing outages.
• Degree level preferential.
• Excellent teamwork and communication skills.
• Commitment to delighting customers.
• Ownership – able to take responsibility, troubleshoot problems and work with teams to get results.
• Able to cultivate trust and credibility with peers and customers and maintain strong working relationships at all levels of RSAWEB.
• Positive attitude, self-motivated and managed.