Sales Support Specialist

Sales Support Specialist

Scope Summary

This position is responsible for accurate, timely order processing and for the day-to-day sales support that keeps CompTIA's revenue operations running smoothly. The role owns the sales support ticket queues, processes customer orders from entry through fulfillment, and partners closely with the sales and finance teams to meet the nuanced quote and order needs of customers. Strong attention to detail, a service-oriented mindset, comfort working across CRM, ticket and order management systems, and clear communication are essential for success in this role, along with the ability to coordinate across sales, finance, and operations while keeping customers and internal partners informed.

Essential Duties and Responsibilities

• Process customer orders accurately and on time, from initial entry through confirmation and fulfillment, ensuring that pricing, terms, and product details are correct
• Own and manage the sales support ticket queues, triaging incoming requests, prioritizing by urgency and impact, and resolving or routing each ticket to closure within service level expectations
• Work closely with the sales teams to support the nuanced quote and order needs of customers, including custom pricing, bundled products, renewals, and special terms
• Prepare, review, and validate quotes to confirm accuracy and alignment with approved pricing and discount guidelines before they reach the customer
• Serve as a point of contact for order and quote related questions, providing clear and timely responses to sales representatives and customers
• Identify and resolve order discrepancies, holds, and exceptions by coordinating with finance, operations, and customer success as needed
• Maintain accurate and complete records of orders, quotes, and support interactions in the CRM and order management systems
• Recommend and support improvements to order processing and ticket handling workflows to increase accuracy, speed, and customer satisfaction
• Other relevant tasks, duties, or special projects as assigned

Key Performance Indicators

• Accuracy of processed orders, measured by order error and rework rates and the volume of orders completed without correction
• Timeliness of order processing, measured against established turnaround targets and service level expectations from order receipt to fulfillment
• Sales support ticket queue performance, including average resolution time, first response time, and the share of tickets closed within service level targets
• Quote accuracy and turnaround, measured by the rate of error-free quotes delivered to sales and customers within target timeframes
• Responsiveness and quality of support provided to sales teams and customers, reflected in internal partner feedback and customer satisfaction

Additional Expectations

• Employees are expected to model CompTIA's values and reflect them in how they work and collaborate.
• Participate in required and role relevant training to maintain skills, ensure compliance, and support ongoing professional development.
• May be required to travel based on role responsibilities and business needs.
• Please note that this job description is not intended to provide an exhaustive listing of tasks, activities, or responsibilities required of the employee in this role. Tasks, responsibilities, and duties may change without notice.

Skills and Qualifications

• Exceptional attention to detail and accuracy when processing orders, preparing quotes, and maintaining customer data
• Strong organizational skills, with the ability to manage multiple queues and competing priorities without letting items slip
• A service-oriented mindset and the patience and professionalism to support sales teams and customers effectively
• Proficiency with CRM and order management systems, and the ability to learn new tools and workflows quickly
• Solid problem-solving skills, with the judgment to resolve order and quote exceptions or escalate them appropriately
• Clear verbal and written communication that enables effective coordination across sales, finance, and operations
• Works effectively both independently and within a team, balancing individual responsibilities with shared goals
• Adaptability and composure in a fast-paced environment with shifting priorities and deadlines

Education and/or Experience

• Degree preferred but not required for the role
• 1+ years of experience in order processing, sales support, customer service, or a related field

CompTIA seeks excellence through diversity in its staff.  We prohibit discrimination based on race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, or marital status.

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