Global Services Support Associate | The Role The primary responsibility of the Global Services Support Associate is to provide for Lumen s Sales, Customer Success, and Global Services team quoting and administrative support for complex telecommunications product solutions (data, voice, IP, etc.) for Lumen customers and international partners. The Global Services Support Associate is a key member of a specialist sales team, who is responsible for customer life cycle management and retention, leveraging Lumen s international partner ecosystem. As a primary interface with both internal and external stakeholders, the Global Services Support Associate s service and skills make a positive contribution to the strength of Lumen s relationship with our customers and partners. The Main Responsibilities - Complete quotes and service orders in a legible, accurate, and timely manner
- Create quotes on behalf of internal sales professionals and the Global Services team according to stated Service Level Agreements (SLAs)
- Support creation of complex quotes and/or large sales bids, renewals, or MACs (Moves, Adds, Changes)
- Identify and share opportunities to improve quoting system functionality
- Support in cross-training on systems and products where applicable
- Participate in training to stay current on existing products and maintain Lumen s strategic priorities
- Provide consultative support to sales professionals and Global Services team members
What We Look For in a Candidate - 3-5 years' experience in a telecommunications customer facing environment supporting Enterprise customers
- Experience in developing long-term business relationships with key business stakeholders and proven knowledge of the sales cycle
- An ability to work closely with internal and external stakeholders, effectively educating and implementing processes
- Drive balanced communication with tact and diplomacy, while juggling competing customer, Lumen, and partner priorities
- Extensive knowledge of new technologies and selling points which includes enhancing expertise in Lumen and partner ecosystems
- Strong understanding of IP Products and Services
- Experience in teaming effectively with others across different disciplines, functions, and business units
- Strong written, oral communication skills to include presentations, interpersonal, and professional business image
- Ability to multi-task and meet multiple timelines
- Working knowledge of the applicable tools & techniques of customer support within a telecommunications environment
- Working knowledge of MS Office Suite
Education Competencies - Ownership & accountability
- Communication & self-awareness
- Collaboration & alignment
- Effective decision making
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