Support Specialist

Join the technology industry. Start a career at TBI! Our organization is built for growth. Growing partnerships. Growing technology relationships. And most importantly, growing careers. We foster an environment where those new to the industry have access to industry leaders, channel insights and resources for career-pathing.

TBI is one of the nation s leading third-party technology distributors. For more than 25 years TBI has been assisting IT consultants, VARs, MSPs and more than 2,500 other industry professionals to source, advise and quote the right customer solutions.

TBI serves as our partners' advocate, ensuring the most competitive prices and trouble-free provisioning of cloud, internet, data, mobility, voice, and managed services from over 70 service providers. Through a variety of training programs, marketing support, and back-office tools, TBI empowers our partners to be the foremost authority and single source provider for all of their customers' technology needs.

Position Summary:

As a Qualification Specialist, you are responsible for assisting Partners with various types of sales opportunities. You provide TBI s partners with pristine service regarding provider management, products expertise, and pricing procurement.

Essential Functions and Responsibilities:

• Secure pricing and generate quotes quickly and accurately from different providers through provider tools or via direct communication with provider
• Recommend carriers based on product, footprint, premium/preferred
• Use up-to-date knowledge of current special provider offerings/promotions
• Attend all approved trainings and complete all required certifications and tests
• Maintain an organized inbox at all times
• Work with agent and channel manager in providing recommendations for technology solutions
• Present pricing in a clean and coherent template
• Adhere to follow up and escalation guidelines to provide pricing in the quickest time possible
• Assist partners/customers with questions pertaining to the pricing, products and carriers quoted
• Enter all transaction information into NetSuite in a quick and timely manner, as defined by internal SLAs
• Work with Orders Team for smooth transition from quote to order, as defined by internal SLAs
• Consistently meet goals set by managers measured by the following metrics:
• Time to received\"
• Time to in progress\"
• Time to complete\"
• Random sampling check of quotes to check customer service standards
• Develop and maintain positive relationships with internal personnel, partners, and providers
• Ability to be self-motivated and adaptable to complete complex tasks and tasks outside of normal responsibilities
• Independent person with the aptitude to create protocols for follow-up correspondence
• Adhere to escalation policies

• Utilize tools (Excel, Outlook, NetSuite, etc.) to manage large opportunities and create files to be informative and concise for our customers
• Consistently drive providers to perform above and beyond for the partner

Job Requirements:

• HS Diploma or equivalent, Bachelor s degree preferred
• Minimum of 1-3 years of relevant customer service experience
• Strong relationship building and time management skills

• Strong written and oral communication skills
• Strong attention to detail and follow-up
• Excellent organizational skills
• Problem-resolution skills
• Proficient in MS Outlook, Word, and Excel

Associated topics: assist, deskside, help desk, information technology analyst, information technology support, service, support, support specialist, technical support, technician iii