Telesales Executive

Position Title :   Sales Specialist 

CTC:            14-15 lpa

Experience :     2-4 years

Location:       Pune

Working Mode : On site

Primary skills :   IT sales, B2B sales, End to End sales, Comm. skills

Qualification :   Any Engneering 

Key Responsibilities:

❖ Meet and exceed sales targets.

❖ Identify and generate new sales opportunities through networking, cold calling, and       other lead generation techniques.

❖ Manage the entire sales process, from lead generation to closing deals, ensuring a       high level of customer satisfaction.

❖ Build and maintain strong, long-lasting customer relationships.

❖ Understand customer needs and requirements to propose appropriate solutions.

❖ Work closely with technical teams to ensure that client requirements are met.

❖ Prepare and deliver presentations on products/services.

Key Skills and Qualifications:

❖ Minimum of 2 years of relevant sales experience in the IT industry.

❖ Proven track record in sales, with a history of successfully meeting or exceeding           targets.

❖ Excellent communication and interpersonal skills.

❖ Strong negotiation skills to close deals and achieve revenue targets.

❖ Strong accountability and work ethic.

❖ Ability to drive sales processes effectively, from lead generation to closing deals.

❖ Master’s degree in business - IT, or a related field.

❖ Familiarity with the USA and APAC markets.

❖ Ability to work in a fast-paced and dynamic environment.

❖ A team player with a customer-oriented approach.

Main Responsibilities:

• Logging all relevant incident/service request details, allocating categorization and prioritization codes.

• Providing first-line investigation and diagnosis using approved tools, systems and procedures.

• Resolving/fulfilling incidents/service requests that are in scope.

• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.

• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.

• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.

• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).

• Keeping customers informed of progress.

• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.

• Closing all resolved/fulfilled incidents/requests and other queries. • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.

• Ensure the Configuration Management System (CMS) is maintained/updated.

• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.

• Ensure communication at all times is clear, concise, meaningful, professional and efficient.

• Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.

• Identify need for Problem Management for reoccurring Incidents/Events.

• Understanding of and familiarity with Customers’ services and solutions.

• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).

• Actively participate as required in meetings (customer, 3rd party, internal).

• Conducting customer satisfaction call backs/surveys as agreed. • Coach/guide Junior staff and new starters.

• Act as delegate for Senior staff.

• Act as technical escalation gate for Junior staff. • Higher First Line Fix/Right First Time than Junior staff. 

Experience

• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).

• 12+ x months in a process driven organization (must).

• Experience working in a multi-cultural/international environment (desirable).

• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Talent Acquisition, Competency Mapping,

HR Operations, Compensation and Benefits, Succession Planning

• Having around 8+ years of Experience in IT industry in Software Development.
• Sound knowledge in Core Java
• Having work experience in SDN/NFV, Orchestration
• Having work experience in Open source and Open Flow Controller(SDN).
• Experience in Aglie methodology.
• Good Knowledge on MySQL ,Postgresql or any Timeseries DB,Kafka, Zookeeper
• Good Knowledge on ONOS, ODL (OpenDaylight) OpenKilda,Mininet.
• Having work experience in MVT/MVC architecture.
• Having good knowledge networks, devices, service modeling and automation in systems.
• Having work experience on API & JSON implémentation.
• Knowledge in OpenStack,Ansible, Shellscript, Chef, Puppet,
• Good Understanding of Software Development (i.e. SDLC)
• Good team player enthusiastic and quick learner
• Good interpersonal skill, commitment, result oriented with a quest and learn new technologies and understanding challenging tasks
• Knowledge in AWS, AZURE Cloud