Sales Support Associate

Overview

The Sales Support Associate is responsible for supporting our regional sales teams and providing superior customer support on questions regarding Billing, Service Changes, and basics of Customer Contractual Obligations. The primary goal is become an expert in our sales process and systems, developing the skills needed to research and troubleshoot specific Customer issues or understand how to facilitate an answer from other TierPoint departments. Ultimately, the Sales Support Associate’s goal is to support the inside and outside sales teams by increasing their selling time and to better and more quickly service TierPoint’s clients. This position provides an opportunity to gain industry knowledge and learn to sell leading edge solutions for the leading Hybrid Cloud provider in the industry.

Responsibilities

• Gain an expert understanding of the roles and interplay between corporate systems
• Become an expert in our quoting and contracts systems to support the sales team
• Ensure accuracy of quotes and orders affecting multiple downstream systems and processes
• Build quotes in our quoting system for simple service upgrades, third party services, and customer renewals.
• Monitor and address cases and incidents arriving in the Sales Queue in our incident management system from TierPoint Customers and TierPoint Internal Departments.
• Monitor and address cases arriving in our Billing Incident management system from TierPoint Customers.
• Create new Leads in the TierPoint CRM and assist in grooming CRM data.
• Facilitate Sales Order quality assurance with our Contract Administration Department.
• Facilitate Contract Language changes on behalf of Customers with the TierPoint Legal Department.
• Assist in training new sales employees on TierPoint systems and processes
• Identify roadblocks to productivity – work with other TierPoint teams to identify opportunities for improvement and escalate to management
• Effectively applies TierPoint standards and industry best practices
• Other duties as assigned.

Qualifications

• 2+ years of experience in a sales support or other complex administrative support role
• 2+ years of experience working in a CRM, Billing, and/or Contract Management system
• Demonstrated proficiency in using MS Office Suite (Excel, Word, and PowerPoint) and Windows-based computer applications
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
• Must be able to interact with management, customers, and other internal parties on a peer level, effectively communicating complex issues in a clear and concise manner
• Experience in driving process improvement through identification and escalation of opportunities
• Strong analytical, decision-making, and problem-solving skills
• Excellent verbal, written, and interpersonal skills
• Ability to track and prioritize multiple items over the course of a day/week/month and manage multiple transactions at various stages of the sales and customer-support life cycle
• Ability to logically progress through a process of troubleshooting issues, combined with defining and executing resolution through a communicative and team-based approach.

Preferred Experience

• Prior experience in the data center industry
• Sales and Customer support experience in a highly transactional environment
• Bachelor’s Degree
• Experience working in a Sales environment, specifically in CRM and CPQ systems

Working Conditions

• Office or Remote

Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $60,000.00 - $97,728.29 

#LI-CG1

#LI-Remote