Sales Support & Operations Analyst

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Sales Support Analyst provides support to the Sales teams and Business Solutions Managers specifically with quote creation and quote modification. This position requires a minimum of one year of customer service experience with strong time management and organizational skills and strong interpersonal skills with a demonstrated ability to make personal connections with team members.

Job Description

Core Responsibilities:

• 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 2+ 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.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience

2-5 YearsComcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.