Sales Operations and Customer Support Specialist

1 week ago

San Jose, United States Tech Firefly Full time
Job DescriptionJob Description

Job Description:

The Sales Operations & Customer Support Specialists are part of a team that are responsible for building and running efficient processes for global management that enable accurate, consistent, and clean portfolios for Sales compensation, reporting and analysis. The team takes pride in helping internal sales teams organize customer data through a highly efficient scaled support model. Experts in driving process improvements and consistency, Sales Operations & Customer Support Specialists are analytical and strategic with a pragmatic sense of getting things done.

The Sales Operations & Customer Support Specialists are responsible for managing incoming user questions and escalations across several internal systems. They directly troubleshoot issues, analyze root causes and document common resolution paths to improve workflows. In addition, the individual that will fill this role will assist with additional ad hoc assignments. The ideal candidate has very strong communication and analytical skills and a passion for solving problems to provide excellent customer service.

Location: Hybrid on-site in San Jose, CA

Pay: Starting at $25/hour on W2

Responsibilities:

  • Function as the central resource for client's global customer data standards & policy
  • Collaborate with the team and work closely with our stakeholders and sales teams
  • Triage and help troubleshoot seller issues with their account assignments
  • Define and document resolution paths and other process improvement initiatives
  • Work consultatively with sales teams, via email or video, to understand and solve their customer data issues and inquiries
  • Review and approve quarterly account to team changes requests
  • Resolve escalation issues sent from our partners, sellers, and implementation team
  • Coordinate and validate complex hierarchy change requests and help create compliant hierarchy structures for multiple sales teams
  • Maintain compliance with data integrity and security policies
  • Use judgment to make business decisions based on ambiguous cases, implement and interpret rules in gray areas

Requirements

  • BA or BS degree with 2+ years of experience or relevant experience
  • Strong professional etiquette, organizational skills and attention to detail
  • Excellent investigative and problem-solving skills with the ability to multitask, prioritize efficiently and thrive in a fast paced environment
  • Exceptional written and verbal skills
  • Process and policy oriented
  • Solid communication and customer service skills with an ability to resolve complicated inquiries
  • Adaptable to quickly learn new tools & change in processes
  • Ability to analyze data and produce insights (prior experience in account management and/or data governance preferred but not required)

Benefits

Subsidized Medical, Dental and Vision Insurance

401k

Paid Time Off

Employee Assistance Programs

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