Sales Support Associate - Customer Experience
About The Position
At TierPoint, we deliver secure, reliable, and scalable infrastructure solutions that power our customers’ most critical applications. We’re looking for a Customer Service Specialist to join our team and help ensure a seamless experience across the customer lifecycle. This role serves as a key point of contact for customer inquiries related to billing, contracts, and account activity. You’ll work across internal teams to drive timely resolution of issues, maintain strong customer relationships, and contribute to continuous improvement efforts that enhance both customer experience and operational performance.
Requirements
- 2+ years of experience in high-volume customer service, billing support, sales support, or a related operational role
- Experience working with CRM, billing, or contract management systems
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced, team-oriented environment
- Financial and contract literacy to review contract agreements, understand invoices and statements, and discuss terms confidently
- Excellent communication skills for explaining complex terms and building trust with customers
- Proven problem-solving skills with the ability to troubleshoot issues and drive resolution collaboratively amongst multiple internal teams
- Strong attention to detail and analytical capability
- Proficiency in MS Office Suite and Windows-based applications
Nice To Haves
- Experience in the data center, managed services, cloud, or technology services industry
- Familiarity with Salesforce, ServiceNow, and Configure/Price/Quote (CPQ) platforms
- Experience contributing to process improvement initiatives in a high-volume environment
- Advanced Excel skills
- Bachelor’s degree
Responsibilities
- Serve as a primary point of contact for customer inquiries related to billing, contracts, and account support
- Manage and resolve customer cases within internal systems, ensuring timely and accurate outcomes in alignment with service expectations
- Coordinate with cross-functional teams including Sales, Billing, Finance, and Operations to resolve customer issues efficiently
- Communicate clearly and consistently with customers and internal stakeholders, providing updates and ensuring follow-through
- Monitor and prioritize incoming requests within a queue-based environment to meet established response and resolution timelines
- Identify trends in customer inquiries, system issues, and workflow challenges; escalate findings and recommend improvements
- Support credit processing, account adjustments, and customer offboarding activities as needed
- Contribute to the development and documentation of best practices that improve service quality and operational efficiency
- Participate in process improvement initiatives, including system enhancements and workflow optimization
- Apply company standards and industry best practices in all customer interactions
- Other duties and projects as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
