Sme Sales

Role & responsibilities

Provide Sales and Support to team members through:

• Updating the team on a need-to-know basis with the most up-to-date product and process information.
• Identify and escalate cases requiring engagement levels within the next level of support.
• Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
• Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.

Provide Subject Matter Expertise through:  

• Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
• Provide real-time support on Slack, Teams or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
• Respond to advanced inquiries of a technical nature through cases management.

Preferred candidate profile

• Technical sales experience required 
• Technical Customer Service with Sales
• Good English-Speaking Skills, B2 or above level
• Sales Minded: Able to promote sales strategies to achieve business goals while providing technical support assistance.
• Must be coachable and open-minded.
• Ability to promote fun and energetic culture.
• A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
• Strong customer-orientation when managing communications and issues.