Presales / IT Customer Support Specialist

St Leonards based

Hybrid position (4 days office / 1 day WFH)

An exciting opportunity exists for a Presales / customer support focused individual to join a global IT service provider who sells cyber security, networking and cloud-based products to IT resellers.

This Presales Specialist supports existing IT reseller customers. This involves handling inbound customer technical product enquiries, providing quotations, pricing, specifications on cloud and cyber security products etc.

If you have experience supporting customers with IT issues or order enquiries or IT sales we would love to hear from you.

Responsibilities

First point of contact via phone and email for all customer technical enquiries.

Support Tier and Tier 1 resellers by designing technical solutions

Generate and provide customer quotations within agreed service level agreements with a focus on accuracy and with an attention to detail.

To maintain exceptional customer service, and consistently strive to exceed customer expectations.

Educate clients on the best available solution, tools or collateral

To escalate customer or vendor concerns promptly

Ensure up-sell opportunities are explored with customer quotations

To proactively follow up on customer enquiries

Attend technical training on products across vendor portfolio and achieve set certification requirements

Experience

Technical knowledge of data communications and networking with preferably a Diploma Degree

Equivalent of 1 to 3 years of order management or IT helpdesk support experience

Customer service / phone / email based support background

Good communication skills

Industry equivalent certification would be ideal