Senior Sales Support & Operations Analyst (Hybrid - Night Shift)

• Processes customer orders—move, add, change, and renew—timely and accurate.  
• Partners with critical teams to ensure deadlines are met 
• Evaluate and research customer issues to resolve concerns effectively and efficiently or properly escalate to resolution. 
• Interfaces with multiple internal stakeholders (including sales and engineering) and external customers to ensure all parties are updated (written or verbal) throughout the ordering and/or installation process.  
• Collaborates with cross-functional management to develop, evaluate and recommend technical and systematic procedures that make process flow more efficiently. Identifies problems and recommends solutions. 
• Partner with Sales Support Representatives to help facilitate the completion of accurate work. Provides oversight to overall sales support processes and offers necessary guidance. 
• Assists with the training and mentoring of new and existing Sales and Customer Support personnel on all sales-related procedures and documentation requirements. 
• Keeps abreast of sales strategies, trends, initiatives, and best practices within the Company and competitive landscape. 
• Consistent exercise of independent judgment and discretion in matters of significance. 
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary. 
• Other duties and responsibilities as assigned. 

KNOWLEDGE / SKILLS / ABILITIES:

• Proficiency in Microsoft Suite (Word, Excel, Powerpoint) and GoogleSuite (Docs, Sheets) required  
• Strong written English language skills with the ability to type in English  
• Strong time management and organizational skills.  
• Strong interpersonal skills, with the demonstrated ability to effectively communicate with customers and internal business partners. 
• Demonstrated experience collaborating across teams to drive improvements  
• Demonstrated persistence and tenacity where follow-up is needed to ensure items are completed.  
• Ability to successfully balance a wide variety of tasks.   
• Ability to work effectively in a virtual team environment.  
• Ability to understand and convey business and operational issues.  
• Ability to develop a working knowledge of company policies and procedures to resolve various basic issues.  
• Ability to identify and solve problems of moderate scope and follow standard practices.  
• Ability to exercise judgment within defined procedures and practices to determine appropriate action.  

How you’ll make an impact!

• Provides support to the Sales teams and Business Solutions Managers with quote creation and modification.
• Responsible for following up with the pricing team on missing quotes.
• Enter and ensure correct addresses are entered into the system for quoting and creating orders when quotes are returned.
• Modify orders, as requested, when changes are needed.
• Understand how to build orders for all solution types
• Interfaces with multiple internal stakeholders and external customers to ensure all parties are updated (written or verbal) throughout the ordering and/or installation process.
• Collaborates with cross-functional management to develop, evaluate and recommend technical and systematic procedures that make process flow more efficiently. Identifies problems and recommends solutions.
• Partners with team members to help facilitate the completion of accurate work. Provides process oversight and offers necessary guidance.
• Assists with the training and mentoring of new team members on all related procedures and documentation requirements.
• Additional duties as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job. 
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. 
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. 
• Win as a team - make big things happen by working together and being open to new ideas. 
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. 
• Drive results and growth. 
• Respect and promote inclusion & diversity. 
• Do what's right for each other, our customers, investors and our communities. 

Ideal Capabilities and Attributes:

• Bachelor’s degree or 3+ years of related experience in technology sales, sales support or sales operations role; or equivalent combination of education and experience. 
• Experience with data processing and spreadsheet software, preferably Microsoft Excel. 
• Familiarity with the telecom industry, its products and practices is preferred. 
• Amenable to work at night/ shifting schedule 

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.