Sales Operations Support Specialist

Job Summary

The Sales Operations Support role supports the Residential Sales organization, providing administrative support to business operation tools and systems, ensuring sales agents are equipped and sales applications are functioning to drive optimum sales results.

Responsibilities

• Serve as first level triage to troubleshoot technical operations request from Sales entities.

• Provide onboarding and continuous support to sales agents, ensuring access to required sales applications and tools.

• Manage user access for sales operations systems, maintaining compliance requirements.

• Report, analyze and track all call traffic and application issues to internal Call Center Management team.

• Manage Virtual Call Center opening and closing process based on business operation hours.

• Create and distribute business critical reports to internal customers.

• Monitor and ensure peak performance of billing systems.

• Business administrator for internal systems - create new users, maintenance, manage campaign lists, monitoring error logs, system security, routine and disaster recovery procedures, along with other task to ensure system efficiency.

• Perform quarterly audit on business related systems to ensure compliance standards are met.

• Audit email queue daily and report findings for compliancy and improvement opportunities to the supervisor to assist in creating improvement plan.

Qualifications

• High school diploma or equivalent required.

• Previous call center experience is a plus.

• Proficient in developing reports, experience in analytical reporting associated with call flow application software a plus.

• Ability to troubleshoot and resolve technical problems.

• Proficient knowledge of billing and/or order processing.

• Proficient PC Skills including Microsoft office suite and google docs

• Knowledge of Remote Access Applications preferred

• Knowledge of Cardholder Domain Environment and Payment Card Industry compliancy preferred

• Understanding of Knowledge Data Base applications preferred

• Multi-tasking ability to record data, follow up, accurately document outage timeline, notification to call center appropriate personnel, follow internal escalation process and ensure pertinent information is entered in customer ticket