Sales Support Specialist I EMEA I US Shift

Job Description

Role & responsibilities Verify customer entitlements vs contract: review customer set-up in systems, validate users, updates systems, and input customer information • Dispatch Deliveries and Schedule Support Program Deliveries: Validate contract credits, create dispatch in systems, communicate dates, manage scheduling and rescheduling • Capture and Triage new Support Needs: Create support needs based on recommendations and align to a delivery project • Prepare for Support Delivery Projects & present findings to Customer Success Account Managers (CSAM) • Generate a Support Project Proposal Summary: Create a delivery project in systems • Meeting Prep and Post Meeting Activities: action post meeting items as directed by CSAM, track progress and provide updates to CSAM • Renewal Process Support: Do standard customer research to be used during the renewal process by CSAM • Reactive Support Governance: Track and manage case histories and ensure expected SLA/outcomes met for and assist with high impact escalations • Develop a good level of process & product knowledge to speak intelligently to customers and successfully address specific objections • Clearly document and track qualitative feedback and quantifiable measurement nitiate steps through appropriate communication channels to address customer concern • Ensure a high level of professionalism during all interactions with customers • Collaborate with cross functional teams and management to drive a superior customer experience • Follow guidance from more senior staff, as needed • Follow established procedures • Prepare quotes for contract renewal and RFP/RFI responses • Maintain quote documentation with accurate pricing and configurations • Ensure the integrity of client information maintained in the database systems • Update and manage Excel spreadsheets • Deal with external and internal queries in a professional, client-orientated manner • Perform bookings (Purchase Order processing) and booking reconciliation • Perform quality assurance (QA) self-checks and peer-checks • Develop skills and subject matter expertise to successfully perform quality assurance and begin to identify areas for improvement • Seek counsel and guidance from more senior Sales Support staff and management, as needed • Prioritize tasks to meet deadlines, paying attention to details • Able to handle medium to high priority escalation items, while escalating most complex items to management for review and consideration • Effectively maintain and improve Knowledge Base Tool • Effectively identify and call out operational risks to management . Preferred candidate profile Graduates with a Diploma/Degree, up to 2 years of relevant working experience preferred • Excellent Communication Skills - verbal, listening, and writing • Intermediate to moderate knowledge in Microsoft Office suite (Word, Excel) • Strong attention to detail • Excellent Communication Skills - verbal, listening, and writing Perks and benefits