Account Support Representative

This is a fully remote position, open to applicants in Florida.

📋 Description

• Prepare and distribute product configurations and customer quotes utilizing online tools.

• Place precise and timely product orders through internal systems.

• Review applicable rebates and promotions to optimize gross profit.

• Manage initial return merchandise authorization (RMA) requests within ConnectWise.

• Provide online access and assistance for UDT Digital Tools, including UDT Estore and UDT Hub.

• Assist customers with registration, navigation, ordering, and self-service functionalities.

• Create product bundles and apply or modify pricing within quoting and configuration tools.

• Respond quickly and professionally to inquiries regarding quotes and product or pricing issues.

• Act as the primary customer liaison for order updates, quotes, and daily inquiries.

• Proactively inform customers about the status of quotes, delays, backorders, and pricing adjustments.

• Oversee and manage the shared quote and support queue.

• Provide status updates and follow up to facilitate the closure of open quotes.

• Track and report on response times and resolution metrics.

• Resolve customer inquiries at first contact and escalate complex issues when necessary.

• Configure hardware according to established best-practice standards.

• Attend meetings in person or via phone when working remotely.

• Stay updated on products, promotions, and announcements.

• Enhance product knowledge and customer service/sales skills through training.

• Complete Partner Product accreditation as needed.

• Maximize gross profit on customer standards and transactional business.

• Foster customer relationships and serve as the second-in-command when the Field Account Manager is unavailable.

• Build collaborative relationships with internal departments.

• Support compliant quotes and configurations for government and K-12 accounts using relevant contracts and purchasing vehicles.

• Set clear expectations for response times and follow through on commitments.

⛳️ Requirements

• Experience in the technology industry or 2 years of non-retail sales/customer service experience.

• Exceptional communication skills.

• Detail-oriented with effective interpersonal skills, energetic, and enthusiastic.

• Proficient in Office applications.

• Ability to manage multiple customer requests concurrently while meeting response-time expectations.

• Proven ability to multitask.

• Confidence in customer interactions.

• Strong sense of ownership and urgency.

• College degree is preferred.

• Previous experience in selling computer hardware, software, solutions, or services is preferred.

• Cisco Advanced Technology certification is preferred.

• 3 years of experience in the IT industry is preferred.

• Experience with CRM, quoting, or ticketing tools such as ConnectWise is preferred.

• Familiarity with government, higher education, and K-12 procurement processes and contract vehicles is preferred.

• Must verify identity and eligibility to work in the United States.

• Required to complete the employment eligibility verification form upon hire.

• Employment is contingent upon successful completion of background checks and pre-employment drug screening.

• UDT is currently not hiring individuals who now or in the future require sponsorship for employment visa status.

🏝️ Benefits

• Medical, dental, vision, life, and disability coverage effective from the 1st of the month.

• Health savings accounts.

• Flexible savings accounts.

• 401(k) plan with company matching.

• Seven annual holidays.

• Flexible paid time off.

• Competitive compensation package.

• Performance-based rewards and recognition.

• An inclusive, energizing, and collaborative work environment.