Account Support Rep.

United Data Technologies•Doral, FL

15h•Remote

About The Position

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suites of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com. This is a full-time remote position. However, we strongly prefer someone close to Orlando, Florida. Account Support Representative (ASR) The role of the Account Support Representative (ASR) is to maximize the productivity of our Field Account Managers by serving as a responsive, reliable point of contact for customers throughout the quoting, ordering, and support process — with particular emphasis on timely, accurate responses to customer quote requests and questions.

Requirements

Technology industry experience or 2 years of sales/customer service experience (non-retail).
Excellent communication skills, detail-oriented, effective interpersonal skills, an energetic and enthusiastic individual.
Working knowledge of Office applications.
Comfortable managing multiple concurrent customer requests while meeting response-time expectations.
Demonstrated ability to multitask.
Confident with customer interactions.
Strong sense of ownership and urgency in responding to customer quotes and questions.

Nice To Haves

College degree.
Prior experience selling computer hardware, software, solutions, or services.
Certifications in Advanced Technology (Cisco).
3 years of work experience within the IT industry.
Experience with CRM, quoting, or ticketing tools (e.g., ConnectWise).
Familiarity with government, Higher Ed and K-12 procurement processes and contract vehicles for those supporting Government/Education account managers.

Responsibilities

Prepares and distributes product configurations and customer quotes utilizing on-line tools.
Provides accurate and timely ordering of products via our internal systems.
Checks for all applicable rebates and promotions, ensuring maximization of GP.
Handles initial return merchandise authorization (RMA) requests and inputs them in ConnectWise.
Provides customers with online access and support for UDT Digital Tools, including UDTEstore and UDT Hub.
Maintains a thorough working knowledge of UDTEstore and UDT Hub functionality in order to walk customers through registration, navigation, ordering, and self-service features, and to answer related questions.
Understand how to create bundles and apply or adjust pricing within quoting and configuration tools when necessary.
Deliver timely, professional responses to customer quote requests and product or pricing questions, meeting established response-time standards (e.g., same-business-day acknowledgment).
Serves as a primary point of direct contact for customers, providing order status updates, quotes, and answers to day-to-day requests.
Proactively communicates quote status, order delays, backorders, or pricing changes to customers before they have to ask.
Monitors and manages the shared quote and support queue (e.g., ticketing/CRM system) to ensure no customer request is missed or delayed.
Provides consistent, timely status updates for open orders, quotes, or other requests, and follows up proactively to move open quotes toward close.
Tracks and reports on response-time and resolution metrics (e.g., quote turnaround time, question response time) to support team performance goals.
Resolves customer questions and issues at first contact whenever possible; escalates complex or time-sensitive requests to the Field AM, RFP Team, or vendor as appropriate.
Understand how to complete a configuration based on best-practice standards for accurately and properly configuring hardware.
Attend meetings in person or via phone if remote to further build relationships with the sales team.
Understand and maintain in-depth knowledge of relevant products, promotions, and announcements.
Utilize internal and external training opportunities to continually develop product knowledge and customer service/sales skills.
Complete Partner Product accreditation when applicable.
Maximize GP on customer standards and transactional business.
Build customer relationships so you can serve as second-in-command when the Field AM is traveling or out of the office.
Be proactive in providing pertinent information to a client that may affect their business.
Develop good working relationships with internal departments.
Maintain a high sense of urgency to go above and beyond, providing an extraordinary, responsive customer experience on every quote, order, and inquiry.
Set clear, realistic response-time expectations with customers and consistently follow through on those commitments.
When supporting a Government or K-12 Field Account Manager, develops and maintains a working understanding of applicable government contracts and purchasing vehicles (e.g., NASPO, state term contracts, K-12 cooperative purchasing agreements) so quotes and configurations are compliant with contract terms and pricing.