Sales Support Associate - Customer Experience

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.

* 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

What Success Looks Like

* Customer Satisfaction: Customer inquiries are resolved quickly and correctly, with clear communication throughout the process, meeting or exceeding established service level objectives for volume, accuracy, timeliness and customer satisfaction.

* Organizational Orchestration: Strong working relationships with Billing, Sales, Finance, and Operations enable faster resolutions and a more seamless customer experience.

* Process Efficiency: You proactively recognize recurring customer issues or process inefficiencies, communicate their impact, and contribute to meaningful improvements with an eye always on the Customers' Experience.

* Trusted Resource: Over time, you become a go-to team member for navigating systems, resolving complex issues, and supporting both customers and internal stakeholders.

* 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

Preferred Experience

* 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

Working Conditions

Home or Office-based depending on location

Travel to corporate offices, regional markets, and opportunity-specific travel, as required

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It's important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $60,000.00 - $97,728.29

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