[Hiring] Account Support Representative @United Data Technologies

Role Description

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.

Essential Functions

• Quoting, Ordering & Configuration
  • Prepares and distributes product configurations and customer quotes utilizing online 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.
• Digital Tools & Online Customer Support
  • Provides customers with online access and support for UDT Digital Tools, including UDT Estore and UDT Hub.
  • Maintains a thorough working knowledge of UDT Estore and UDT Hub functionality in order to walk customers through registration, navigation, ordering, and self-service features, and to answer related questions.
  • Understands how to create bundles and apply or adjust pricing within quoting and configuration tools when necessary.
• Customer Support & Responsiveness
  • Delivers 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.
• Additional Responsibilities
  • 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.

Qualifications

• Minimum Basic Qualifications
  • 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.
• Other Required Qualifications
  • Demonstrated ability to multitask.
  • Confident with customer interactions.
  • Strong sense of ownership and urgency in responding to customer quotes and questions.
• Preferred Qualifications
  • 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.

Benefits

• Competitive compensation package based on performance.
• Medical, dental, vision, life and disability coverage as of the 1st of the month.
• Health savings accounts and flexible savings accounts.
• 401(k) plan with company match.
• 7 annual holidays and flexible paid time off.

Company Description

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.