Job title

Sales Support

Department

Sales 

Main purpose

The customer-focused Sales Support will assist in managing client accounts, supporting sales efforts, and ensuring smooth service delivery for the company’s fiber optic network solutions. The incumbent will work closely with businesses, ISPs, and other stakeholders to drive customer satisfaction and revenue growth.

Responsibilities

1. Client Relationship Management: Assist in managing and maintaining strong relationships with ISPs, enterprises, and other key customers.
2. Sales & Business Development Support: ISPs (Tier 3 customers), Quotations, Order processing, cancellations, upgrades and downgrades on all systems. 
3. Sales Support: Provide a sale administrative support to the sales personnel as and when required.  Provide administrative support to Business Development.
4. Customer Support & Issue Resolution: Serve as a point of contact for client inquiries, ensuring fast and efficient resolution of service-related issues.
5. Market Research & Growth Opportunities: Identify new business opportunities within the fiber optic market and contribute to the expansion of the customer base.
6. Industry & Product Knowledge: Stay up to date with the latest fiber optic technology trends, network infrastructure developments, and competitor activities.

Minimum Requirements

• Education: Matric/Grade 12.  Relevant qualification in Business, Telecommunications, Engineering, or a related field (preferred).
• Experience: 2-3 years in account management, sales, or customer service (preferably in telecommunications, fiber networks, or ICT).
• Technical Understanding: Basic knowledge of fiber optic networks, broadband services, and telecom infrastructure.
• Communication & Negotiation: Strong interpersonal, presentation, and negotiation skills.
• Problem-Solving Ability: Ability to address client concerns effectively and propose solutions.
• Organization & Attention to Detail: Strong time management and coordination skills.
• Tech-Savvy: Proficiency in Microsoft Office Suite, CRM systems and basic telecom service management tools.

Preferred

• Experience in fiber network operations, ISP services, or telecommunications sales.
• Knowledge of broadband infrastructure, dark fiber leasing, or wholesale fiber networks.
• Familiarity with regulatory and compliance requirements in the telecom industry.

Knowledge Required

1. 1.      Telecommunications & Fiber Optic Industry Knowledge

• Basics of fiber optic networks, including FTTH (Fiber to the Home), FTTB (Fiber to the Building), and FTTP (Fiber to the Premises).
• Understanding of dark fiber, leased lines, and broadband services.
• Knowledge of network infrastructure, such as backhaul, metro fiber, and last-mile connectivity.
• Familiarity with ISPs, enterprise clients, and wholesale network services.

1. 2.      Sales & Business Development

• Sales processes and B2B relationship management.
• Proposal writing and contract negotiation skills.
• Understanding of pricing models for fiber network services (e.g., leased fiber, bandwidth packages).
• Lead generation, upselling, and cross-selling strategies.

1. 3.       Customer Relationship Management (CRM)

• Basics of account management and maintaining client relationships.
• Experience with customer support and issue resolution.
• Knowledge of service-level agreements (SLAs) and telecom compliance.
• Familiarity with CRM tools.

1. 4.      Networking & IT Fundamentals (Basic Technical Knowledge)

• Understanding of IP networking, bandwidth, and internet traffic management.
• Basics of fiber optic cabling, transmission, and network latency.
• Awareness of network security and service reliability concerns.
• Experience working with network engineers and technical support teams.

1. 5.       Business & Financial Acumen

• Understanding of billing models for fiber services.
• Cost analysis and revenue forecasting.
• Market research and competitor analysis.

1. 6.      Communication & Problem-Solving

• Strong written and verbal communication skills for client interactions.
• Ability to handle customer objections and service escalations.
• Critical thinking and problem-solving for service-related issues.

1. 7.       Industry Regulations & Compliance (Preferred but Not Mandatory)

• Knowledge of telecommunications regulations in South Africa (e.g., ICASA policies).
• Awareness of network licensing, right-of-way agreements, and municipal regulations.

Skills Required

1. 1.      Sales & Business Development Skills

• Ability to identify business opportunities and support revenue growth.
• Negotiation skills to assist in contract discussions and pricing strategies.
• Knowledge of sales cycles and pipeline management in a B2B environment.
• Ability to upsell and cross-sell fiber optic network services to existing clients.

1. 2.      Customer Relationship Management (CRM) Skills

• Strong interpersonal skills for building and maintaining client relationships.
• Experience using CRM software (e.g., Salesforce, HubSpot, Microsoft Dynamics).
• Ability to manage service-level agreements (SLAs) and ensure customer satisfaction.
• Problem-solving skills to address client issues and escalate when necessary.

1. 3.       Communication & Presentation Skills

• Strong written and verbal communication skills for client interactions.
• Ability to create and deliver presentations to clients and stakeholders.
• Active listening skills to understand customer needs and concerns.

1. 4.      Technical & Industry Knowledge (Basic Level)

• Understanding of fiber optic technology, broadband services, and telecom infrastructure.
• Familiarity with ISP operations, leased lines, and fiber network deployment.
• Basic knowledge of network connectivity, bandwidth, and latency issues.

1. 5.       Organizational & Time Management Skills

• Ability to prioritize tasks, manage multiple accounts, and meet deadlines.
• Strong attention to detail when handling contracts, pricing, and service agreements.
• Self-motivated with the ability to work independently and as part of a team.

1. 6.      Analytical & Problem-Solving Skills

• Ability to analyze account performance and customer usage trends.
• Competence in data interpretation, sales forecasting, and financial analysis.
• Problem-solving mindset to proactively address client concerns and suggest solutions.

1. 7.       Adaptability & Industry Awareness

• Ability to adapt to fast-changing market conditions in the telecom industry.
• Willingness to learn new technologies and keep up with fiber optic advancements.
• Awareness of telecom regulations, compliance, and competitive landscape.

Working conditions

The position requires the job holder to primarily work at the office, however travel to customer sites as and when required.  Irregular working hours. The position also requires after hour works in order to meet deadlines. 

Disability status 

N/A

Contact information

Bernadien Daya