Job Purpose:
To support role, the support specialist will be required to assist resellers with onboarding process, console training, first line support, POC/demo, product knowledge and account creations.

Responsibilities:
Technical Support

• Assist resellers and internal team with technical queries relating to product and basic set up
• Provide first line support on all brands in the Mustek cloud & software portfolio
• Onboard resellers to various vendor’s program and consoles
• Ensure that common issues and resolutions are communicated with the software/cloud team regularly
• Aid resellers in migrations and deployments
• Manage support tickets
• Vendor console management
  

Inter-Company Relationships and Communications

• Maintain and build trusted relationships with vendors, cloud team & sales
• Providing an SLA for internal and external queries in terms of responding to email and telephone calls on time.
• Communicate professionally within all areas of the company
  

Product Knowledge

• Keep up to date with vendor roadmaps and changes, specifically in relation to key vendors from the cloud & software portfolio
• Maintain a sound level of knowledge on public cloud technologies
• Develop and maintain a deep level of understanding with regards to vendor licensing
• Ensure that you are always up to date with regards to changes in Microsoft’s operations procedures and tools relevant to job functions
• Keep certification up to date for relevant cloud & software vendors within the cloud & software portfolio
  

Administrative

• Write detailed and effective reports highlighting issues, escalate issues to management in a timeous manner
• Assist in general administrative tasks as required.
• Ensure and maintain proper record keeping and filing
  

Sales & Operations Backup

• Provide quotations to resellers
• Call downs to reseller base to drive sales priorities
• 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
• 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 CRM systems and tools

Qualification and Experience:

• Minimum requirement Matric
• Microsoft 365 Certified: Fundamentals Certification 
• Microsoft Certified Solutions Expert (MCSE) Certification
• Microsoft Certified Azure Fundamentals
• 1+ years’ experience in technical support environment
• Windows Server 2012 r2 to Windows Server 2019 upgrade
• Exchange online migration
• Cloud deployment and maintenance

Skills and Knowledge:

• Computer knowledge, specifically MS office applications
• Adequate knowledge of budgeting, sales principles, etc.
• ICT industry knowledge
• Establishing sales lead, building and maintaining customer/stakeholder relationships
• Excellent motivational skills
• Excellent organisational skills
• Sound written and verbal communication skills
• Networking skills