Technical and Sales Support Executive

About the role

Shugulika Africa Limited is hiring a Technical and Sales Support Executive in Arusha. The role combines technical support for customers before and after a sale with account management and sales support, aiming to build strong relationships, meet revenue and segment targets and ensure customer satisfaction.

Key responsibilities

• Listen to customers, interview them and gather information to recommend solutions to technical problems.
• Install, configure and troubleshoot computer systems, servers and networks, and give step-by-step guidance on resolving technical issues.
• Document and track customer issues in a ticketing system and follow up until they are fully resolved.
• Maintain database security through access controls and keep up to date with company products and technology trends.
• Educate customers on product features and guide less experienced staff.
• Produce periodic reports on technical support operations and hold regular review meetings with senior management of each account.
• Manage a portfolio of customers, including contract negotiation, cost of sale and long-term profitable partnerships.
• Work with the Technical Account Manager, SMO team and Technical Manager, and lead a cross-functional account team.
• Produce in-depth reports and forecasts with financial analysis, customer profitability, SWOT analysis and competitive review, and drive incremental revenue through sales campaigns.

Required profile

• Relevant IT diploma or degree is an advantage; minimum of 3 years in account management, ideally in travel, software or technology.
• Extensive knowledge of the Galileo system and excellent knowledge of the Microsoft product suite.
• Willingness to work long hours when required.

Required skills

• In-depth knowledge of computer programs, operating systems and networks, with hardware, software and network troubleshooting expertise.
• Excellent communication, presentation and written skills, and ability to write well-documented communications.
• Ability to network at senior management level, prioritize tasks, manage projects and meet deadlines.
• High degree of numeracy to understand and prepare complex financial proposals.