Technical Support Executive

Job Description: “Technical Sales Support Executive”

Do you have experience in engaging with ICT solutions corporate partners? Does the idea of providing technical expertise and support to our sales team and customers sound exciting? Suetech Business Systems Ltd Kenya is looking for an exceptional Technical Sales Support Exec to join our growing team!

Our Mission and Vision
Mission : To become one of the most reliable ICT Corporate Partners -in the “Silicon Savannah” by providing exceptional ICT services and solutions that exceed our clients’ expectations through innovation and adding value.
Vision : To become the leading ICT solutions provider in KE.

Job Mission
Providing technical expertise and support to the sales team, ensuring effective promotion and sales of our ICT solutions. By understanding customer needs, delivering compelling presentations, and providing timely technical support, you will contribute to the achievement of sales targets and customer satisfaction.

Responsibilities

Technical
Machine maintenance, upgrades and repairs
Troubleshooting whenever necessary to ensure the machines run seamlessly
Running diagnosis and doing mechanical and electrical repair work on the hardware
Preparing technical and commercial proposals
Software and Operating System installations
Repairing or replacing faulty equipment
Cleaning and maintaining the tools you work with
Identify computer or network equipment shortages and place orders when necessary

Customer Support

Sell technical solutions to the customer with professionalism and enthusiasm. Address and respond to prospect requests and product enhancements as needed.
Interface with the Sales team, articulating customer requirement, to ensure smooth transition from sale to delivery.
Develop long-term relationships with clients, through managing and interpreting their requirements.
Managing and resolving all client complaints related to Products / inquiries / services to satisfactory.
Keeping customers up-to-date with product-related information
Preparing technical and commercial proposals
Assist with answering technical questions or concerns during the sales process
Acquire end user feedback and product ideas for feedback on product development.
Ensure the client technical issues are resolved without delay
Keep clear records of technical issues and feedback from active client accounts
Attending clarification meetings with clients when required.
Communicating & Coordinating warranty issues accordingly
Establishing productive vendor relations to ensure quality of service to customers
Undergoing product trainings & certifications by vendors

Presales

Analyze market segment and generate recommendations for product roadmaps
Engage with clients to develop trusted technology advisor relationships with key decision makers.
Assess customer met and unmet needs and recommend optimum solution.
Assess the functional and technical requirements related to integration projects.
Attending relevant internal and external product training and meetings
Meeting all reporting deadlines with accuracy.
Maintaining and developing own knowledge of Suetech and vendor product portfolio

Key
Relationships
Director
PA & Admin Lead
Sales Lead
Sales team
Tech Interns
Accountant/Finance Lead

KPIs to
measure
success.

1. Customer Satisfaction: Ensuring high levels of customer satisfaction through prompt and effective technical support.
2. Sales Support Efficiency: Providing timely and accurate technical support to the sales team, resulting in increased sales productivity.
3. Product Knowledge: Demonstrating a deep understanding of our products and solutions, and effectively communicating their value proposition.
4. Team Collaboration: Actively collaborating with the sales team and technical teams to ensure smooth project implementation and customer satisfaction.
5. Market Insights: Providing valuable market insights and competitive intelligence to the sales team for informed decision-making.

Qualifications
and experience

Pertinent Skills Required

Bachelor’s degree in Computer Science/ Information Systems/ Business Administration / BBIT/Engineering compounded with strong ICT skills.
Minimum of Three years’ relevant experience in Technical Sales Support role preferably in an ICT Solutions oriented environment.
Experience as a Technical Sales Executive, Technical Sales Representative, or a similar position in the Sales department.
A deep technical curiosity for how IT systems work in a business context
The successful candidate must have a fundamental breadth of technical knowledge in routing and switching with experience in installation, maintaining, and configuring networking infrastructure etc.
Knowledge in implementing, operating, troubleshooting, and configuring IP networks

Other Skills Needed

Strives in moving in a fast-paced environment; including handling multiple calls/demos per day with immediate follow up
Entrepreneurial -driven need for success, highly energetic with a strong hands-on, “can do” approach
A high level of business acumen and experience, bringing technology solutions to solve business challenges
Attention to detail, plus analytical and problem-solving capabilities
Excellent communication and presentation skills with an ability to present technical solutions concisely and to interact with users and decision-makers
Passion for diving into technical issues and solving customer problems
Ability to learn new concepts, technologies, and solve problems
Positive, service-oriented personality
Smart, adaptable and open-minded.
Strong negotiation skills
Ability follow-through on client contracts
Ability to multitask and manage more than one client account.
Strong problem-solving skills

Why Choose Us?
Innovative Solutions: We pride ourselves on delivering innovative technology solutions that are tailored to meet the unique needs of our clients.
Collaborative Environment: Join a dynamic team where collaboration and creativity are encouraged, fostering professional growth and development.
Client-Centric Approach: Our commitment to understanding and exceeding client expectations sets us apart, allowing us to build lasting relationships and drive mutual success.
Opportunity for Impact: As a Pre-Sales Engineer, you will have the opportunity to directly impact client outcomes and contribute to the growth and success of our organization.