Account Support Representative - K-12​/Public Sector Inside Sales

Account Support Representative (ASR)

The role of the Account Support Representative (ASR) is to maximize the productivity of our Field Account Managers by serving as a responsive, reliable point of contact for customers throughout the quoting, ordering, and support process — with particular emphasis on timely, accurate responses to customer quote requests and questions.

Quoting, Ordering & Configuration

• Prepares and distributes product configurations and customer quotes utilizing on-line tools.
• Provides accurate and timely ordering of products via our internal systems.
• Checks for all applicable rebates and promotions, ensuring maximization of GP.
• Handles initial return merchandise authorization (RMA) requests and inputs them in Connect Wise.

Digital Tools & Online Customer Support

• Provides customers with online access and support for UDT Digital Tools, including UDTE store and UDT Hub.
• Maintains a thorough working knowledge of UDTE store and UDT Hub functionality in order to walk customers through registration, navigation, ordering, and self-service features, and to answer related questions.
• Understands how to create bundles and apply or adjust pricing within quoting and configuration tools when necessary.

Customer Support & Responsiveness

• Delivers timely, professional responses to customer quote requests and product or pricing questions, meeting established response-time standards (e.g., same-business-day acknowledgment).
• Serves as a primary point of direct contact for customers, providing order status updates, quotes, and answers to day-to-day requests.
• Proactively communicates quote status, order delays, backorders, or pricing changes to customers before they have to ask.
• Monitors and manages the shared quote and support queue (e.g., ticketing/CRM system) to ensure no customer request is missed or delayed.
• Provides consistent, timely status updates for open orders, quotes, or other requests, and follows up proactively to move open quotes toward close.
• Tracks and reports on response-time and resolution metrics (e.g., quote turnaround time, question response time) to support team performance goals.
• Resolves customer questions and issues at first contact whenever possible; escalates complex or time-sensitive requests to the Field AM, RFP Team, or vendor as appropriate.

Additional Responsibilities

• Understand how to complete a configuration based on best-practice standards for accurately and properly configuring hardware.
• Attend meetings in person or via phone if remote to further build relationships with the sales team.
• Understand and maintain in-depth knowledge of relevant products, promotions, and announcements.
• Utilize internal and external training opportunities to continually develop product knowledge and customer service/sales skills.
• Complete Partner Product accreditation when applicable.
• Maximize GP on customer standards and transactional business.
• Build customer relationships so you can serve as second-in-command when the Field AM is traveling or out of the office.
• Be proactive in providing pertinent information to a client that may affect their business.
• Develop good working relationships with internal departments.
• Maintain a high sense of urgency to go above and beyond, providing an extraordinary, responsive customer experience on every quote, order, and inquiry.
• Set clear, realistic response-time expectations with customers and consistently follow through on those commitments.
• When supporting a Government or K-12 Field Account Manager, develops and maintains a working understanding of applicable government contracts and purchasing vehicles (e.g., NASPO, state term contracts, K-12 cooperative purchasing agreements) so quotes and configurations are compliant with contract terms and pricing.

Minimum Basic Qualifications

• Technology industry experience or 2 years of sales/customer service experience (non-retail).
• Excellent communication skills, detail-oriented, effective interpersonal skills, an energetic and enthusiastic individual.
• Working knowledge of Office applications.
• Comfortable managing multiple concurrent customer requests while meeting response-time expectations.

Other Required Qualifications

• Demonstrated ability to multitask.
• Confident with customer interactions.
• Strong sense of ownership and urgency in responding to customer quotes and questions.

Preferred Qualifications

• College degree.
• Prior experience selling computer hardware, software, solutions, or services.
• Certifications in Advanced Technology…