Job Purpose
Rectron is a distributor that brings technology solutions to the Southern African market through a channel of resellers.

In the evolution of our business, Rectron is focusing on delivering cloud solutions through our reseller channel to end customers. The role of the RCT Cloud operations team is to support the growth of the business through delivering service excellence to internal and external customers.

Job Title: Operations Specialist

Job Dimensions

Operations & Support

1. Provide seamless operations for the MS Cloud & Software team by:
2. Processing orders on time
3. Resolving operations queries
4. Assisting resellers with pre and post sales assistance
5. Working with the business admin team, ensuring that onboarding processes are up to date and complete.
6. Engaging the finance team to identify financial risks amongst the partner base.
7. Defining operational processes driving faster turnaround times and promoting ease of doing business with Rectron.

RCT Cloud Portal

1. Be a knowledgeable person at Rectron regarding Rectron BSS and the RCT Cloud Portal
2. Keep the RCT cloud portal up to date with:
3. Products
4. Product listing
5. Pricing
6. Reseller listing
7. Assist the product management teams to onboard solutions to the portal as needed, or to improve customer experience.

Reporting

1. Run monthly reporting for the business unit including reconciliation and profit and loss analyses.
2. Work with the business unit to build reports as required to support the business.

Stakeholder Management

1. Work with vendor support teams to ensure that customer issues are resolved timeously.
2. Align with internal teams to drive a high level of proactive service.

Knowledge Maintenance

1. Maintain sound technical knowledge on Rectron's MS cloud & software solutions.
2. Ensure upkeep of relevant vendor certifications.
3. Maintain a good level of awareness and understanding of all of Rectron's products, so you may assist resellers immediately.
4. Sound knowledge of Microsoft licensing & order processing protocols.

Leadership & Coaching

1. Guide the team on how to build meaningful internal and external relationships, becoming an integral business partner.
2. Coach the team on how to provide exceptional customer service.
3. Assist in problem resolution, coaching the team to become independent in resolving problems, while bringing awareness to management if necessary.
4. Ensure that the team completes all required training within required timelines.
5. Drive the team to deliver service in line with internal and customer SLAs.
6. Ensure that the team maintains systems to keep them up to date.
7. Run regular review sessions with the team.
8. Lead by example.

Core Competencies

1. Communication: Communicate politely and effectively across internal and external stakeholders. Get back to stakeholders timeously. Manage expectations with stakeholders. Work in a team. Good presentation skills. Collaborate across internal and external stakeholders.
2. Organisation and self-management: Manage time. Prioritise tasks. Plan and organise. Learn independently. Work under pressure.
3. Problem Solving: Listen and effectively analyse and solve problems. Proactively find solutions to problems using all available resources. Know when to ask for help from internal or vendor resources.
4. Numeracy & Analytical Skills: Strong numeracy and analytical ability. Ability to build reports with all available information.
5. Leadership: Lead by example. Coach people in your team at a level that is appropriate to the individual.
6. 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; filters; sums. Microsoft Power Point: Putting together basic, neat presentations. Microsoft Outlook: Sending/receiving emails; out of office settings; scheduling meetings; attachments; scheduling conference calls. Microsoft Teams: Sending/receiving messages; joining conference calls. Microsoft Share Point: updating content; finding content across the organisation. Microsoft Power BI: building reports.

Key Performance Indicators

1. Team Goal Attainment
2. Team knowledge on MS licensing & ordering processes.
3. Team meets all set metrics on support and operations.
4. Team remains on track with all training requirements.
5. Reporting: Deliver value to the business through the provision of reports and insights to the business.

Qualifications

1. Minimum: Matric.
2. Recommended: Technical qualification an advantage.

Required Experience

1. 5+ years in an operations and/or support environment.
2. 2+ years in managing an operations environment.

Training & Certifications

1. Mandatory: Here is a list of mandatory trainings/certifications. Note that these are subject to change, depending on vendor and/or Rectron requirements. All training needs to be refreshed annually and completed before the end of May each year.

Update your Specialist on your progress.

Microsoft Trainings:

1. Microsoft Fundamentals – Microsoft Exam MS
2. Microsoft Azure Fundamentals – Microsoft Exam AZ
3. Get Licensing Ready) Licensing Fundamentals
4. Licensing Specialist: On-premises products
5. Licensing Specialist: Online Services
6. Licensing Specialist: Azure Solutions
7. Licensing Specialist: Dynamics
8. Licensing Specialist: Power Platform
9. Licensing Specialist: CSP Program for Partners
10. Licensing Specialist: Open and Open Value

Bitdefender Trainings:

1. Learning Bit Session 75: Why Should a Customer Choose Bitdefender
2. Gravity Zone Business Security and Advanced Business Security Overview
3. Bitdefender Business Portfolio Commercial Training
4. Gravity Zone cloud MSP Security Commercial Training
5. How to Demo Gravityzone Cloud Console Capabilities
6. Bitdefender Cloud Security for MSP
7. Bitdefender Business Portfolio Technical Training

Acronis Trainings:

1. Acronis #Cyber Fit Cloud Tech Foundation
2. Acronis #Cyber Fit Cloud Associate – Backup
3. Acronis #Cyber Fit Cloud Associate – Disaster Recovery
4. Acronis #Cyber Fit Cloud Associate – Protect
5. Acronis #Cyber Fit Cloud Associate – Files & Notary
6. Acronis #Cyber Fit Cloud Sales Associate Backup
7. Acronis #Cyber Fit Cloud Sales Associate Protect
8. Acronis #Cyber Fit Cloud Sales Associate Disaster Recovery
9. Acronis #Cyber Fit Cloud Sales Professional.

Relationships

1. Ad-hoc product training sessions Recommended:
2. Internal: RCT Cloud team, Rectron sales team and Specialists.
3. External: Resellers, End Customers, Vendor.