Software Support & Sales

Job Description

Summary

 The person for this position must be an enthusiastic and energetic person.  He/she must efficient, hard-working, and be able to use good judgment that will benefit PC Innovations.  In addition, this person must be conscientious and always considerate of other employees and business associates at PC Innovations.

 The Software Support & Sales person will be responsible for providing technical support to customers, as well as assisting with sales and testing of PC Innovations’ products.

 2          Duties and Responsibilities

 2.1          Essential Duties

 1.        Support customers who contact PC Innovations for technical support (via phone, email, web chat)

2.        Assist customers with installation, troubleshooting, and correcting problems

3.        Assist with reproducing the problems as stated by customers

4.        Follow up on open issues to get quick closure or resolution

5.        Record and report customer problems using PC Innovations-provided support software

6.        Present and sell company products and services to current and potential clients.

7.        Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made.

8.        Follow up on new leads and referrals resulting from field activity.

9.        Identify sales prospects and contact these and other accounts as assigned.

10.     Prepare presentations, proposals and sales contracts.

11.     Develop and maintain sales materials and current product knowledge.

12.     Establish and maintain current client and potential client relationships.

13.     Prepare paperwork to activate and maintain contract services.

14.     Manage account services through quality checks and other follow-up.

15.     Identify and resolve client concerns.

16.     Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals.

17.     Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.

18.     Coordinate company staff to accomplish the work required to close sales.

19.     Develop and implement special sales activities to reduce stock.

20.     Other duties as assigned.

2.2                Possible Tasks

1.        You may be called upon to assist others in doing the following:

a.        Train customers and other PC Innovations’ employees on use of the products

b.       Assist test department with testing PC Innovations' products

c.        Participate in marketing events such as seminars, trade shows, and telemarketing events.

d.       Follow-up for collection of payment.

e.        Coordinate and perform shipping schedules and delivery of merchandise and services.

f.         Any and all other duties (related or not to this position) that may be assigned by your supervisor

3          Education

3.1                Minimum Requirement

1.        Bachelor’s degree, Associates degree or equivalent

4                    Work Experience

4.1                Minimum Requirement

1.        One year of experience supporting customers on computer and software products such as PC format computer systems, Microsoft Office (Word, Excel, PowerPoint and Access), and Microsoft Windows XP

2.        One year of experience working on a technical support package to record, report and close cases reported by the customer

4.2                Preferred Experience

            1.        One year of experience in each of the following:

a.        supporting customers with hardware and software installation and trouble shooting

b.       identifying, reporting, following up (escalations) and closing reported problems and issues

c.        setting up customer problem scenarios in a lab

4.3                Optional Experience - (Extra consideration will be given to candidates with the following experience.)

1.     One year of experience in each of the following:

a.     Fundamental knowledge of VoIP gateways, routers, Ethernet Switches and PSTN gateways

b.     Fundamental knowledge of VOIP signaling protocols, T1/E1, TCP/IP, Switching, Routing, Security, network design and troubleshooting a IP network

c.     dealing with some of the technologies or protocols like SIP, T1/E1, TCP/IP, L2 & L3 Switching, QoS, Routing, Firewalls, VPNs, PSTN network side and user side setups

d.     working with test equipment

5          Skills

 5.1          Minimum Requirements 

1.        Good knowledge of Microsoft technologies, protocols and (common) problems

2.        Basic reading, writing, and arithmetic skills required.  This is normally acquired through a high school diploma or equivalent.

3.        Ability to persuade and influence others. Ability to develop and deliver presentations. Ability to create, compose, and edit written materials.  Strong interpersonal and communication skills.  Knowledge of advertising and sales promotion techniques.  This is normally acquired through a combination of the completion of a Bachelor's Degree and three to five years of sales or marketing experience.

4.        Visibility requires maintaining a professional appearance and providing a positive company image to the public.

5.        Work may require local travel to current and potential clients.  This requires the possession of a valid state drivers license within 60 days of employment.  

5.2          Preferred Skills 

1.        Good analytical and problem solving skills

2.        Ability to learn PC Innovations’ products quickly

3.        Excellent oral and written communication skills

4.        Excellent customer service skills 

6          To Apply

 To apply for the position, send your resume to hr@pc-innov.com, and reference job code 2584848.