Account Support Rep.

This is a full-time remote position.  However, we strongly prefer someone close to Orlando, Florida.

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.

Essential Functions

Quoting, Ordering & Configuration

• Prepares and distributes product configurations and customer quotes utilizing on-linetools.
• 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 ConnectWise.

Digital Tools & Online Customer Support

• Provides customers with online access and support for UDT Digital Tools, including UDTE storeand 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.

Qualifications

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 (Cisco).
• 3 years of work experience within the IT industry.
• Experience with CRM, quoting, or ticketing tools (e.g., ConnectWise).
• Familiarity with government, Higher Ed and K-12 procurement processes and contract vehicles for those supporting Government/Education account managers.

What UDT offers you

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible paid time off.

Join us and be part of an inclusive, energizing, and collaborative environment.  UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status