Sales Support Administrator

GCI's Sales Support Administrator will support Sales Engineers by managing administrative and operational tasks throughout the sales cycle, including business case preparation, documentation, compliance tracking, and coordination of deliverables. Ensure timely execution of tasks aligned with Operational Level Agreements (OLA) and the Variable Speed Model to enable Sales Engineers to focus on technical solution design and customer engagement. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Business Case Support

• Populate and process business cases, ensuring data accuracy, completeness, and compliance with established standards across platforms.
• Assist Sales Engineers with cost estimates and Bills of Materials (BOM) based on technical inputs.
• Track, monitor, and report on business case progress, proactively identifying and resolving issues to meet deadlines.
• Assist in the preparation and review of sales case estimates, supporting accuracy and compliance with Operational Level Agreements (OLA) timeframes.

Deliverable Creation & Audit

• Support the creation of required deliverables for the variable-speed model, including documentation, reports, and presentations.
• Maintain templates and ensure technical data accuracy for proposals and gate review submissions.
• Conduct audits and research on sales cases, contracts, project documentation, and historical accounts to ensure compliance and identify areas for improvement.
• Maintain accurate records and documentation in compliance repositories and company databases.

Sales & Project Coordination

• Coordinate with sales engineers, project managers, and other departments to facilitate the flow of work and ensure timely completion of tasks.
• Document gate review meetings, track OLA timelines for deliverables and maintain audit-ready records for all assigned tasks.
• Arrange schedules, regulate workflow, and provide status updates to stakeholders.
• Assist with logistics, including scheduling meetings, documenting minutes, and supporting procurement activities as needed
• Verify sales inputs for sales team commission calculations.
• Manage order process from end-to-end, monitor and review status, maintain progress, clarify expectations, and ensure accurate billing.
• Complete order entry for sales teams using Billing Systems, Circuit Management Systems, Project Scopes, Customer Relationship Management (CRM) systems, and Provisioning systems as appropriate.
• Process and support internal company services orders, serving as a subject matter expert on order entry.
• Coordinate processes for initiating or stopping billing, service turn-ups, and disconnects.
• Ensure accurate customer data for invoicing and create and mail specialized invoices to business customers as needed.
• Provide guidance to sales teams on ordering and billing processes and procedures.
• Facilitate timely issue resolution by opening trouble tickets and coordinating with appropriate teams (e.g., Cell Desk, BTS, Provisioning).

Customer & Internal Communications

• Professionally and effectively communicate with internal teams and external partners/customers through high-quality, positive interactions.
• Update CRM systems with technical requirements, estimates, and deliverable statuses for visibility
• Compile, process, and input credit requests; assist with procurement and logistics activities.
• Promptly research and respond to inquiries, resolve issues, and escalate unresolved problems to management.
• Support customer service excellence by acting as a subject matter expert for business sales support operations.
• Create service analyses for customers upon request.
• Identify opportunities to sell or upsell new services to existing customers.
• Partner with account teams to share customer insights and actionable feedback.
• Assist with answering order information questions and train/coach other departments as needed.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Strong verbal, written, and professional telephone communication skills with the ability to patiently and accurately explain business order, service, and account information to a broad customer base.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Strong knowledge of product offerings with the ability to stay current on product updates and changes.
  • Ability to comprehend and resolve routine orders, provide account and billing support, and address standard operational issues.
  • Ability to analyze billing statements, correctly identify errors, and take appropriate action to ensure accuracy and compliance.
  • Strong time management, organizational, and problem-solving skills with the ability to manage multiple priorities.
  • Strong attention to detail and data entry accuracy.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into databases or equivalent.
  • Ability to effectively work with GCI’s billing and provisioning systems.

Additional Job Requirements:

This is an intermediate level position within the discipline demonstrating broad knowledge and proficiency in areas of responsibility. Performs moderately complex tasks and job duties, receiving general instruction on routine work and new assignments. Works under moderate supervision with latitude for independent judgment. Supports higher level staff in implementing more complex projects. Provides training and guidance to lower-level staff.

• Assist with complex service issues and invoices, reporting, and order processing.
• Update project documentation and process estimate and billing-related tasks for customer accounts.
• Serve as a subject matter expert for basic complex order entry and account support.

Additional Competencies:

• Demonstrated advanced knowledge of complex product offerings and relevant systems.
• Ability to comprehend and resolve complex orders and operational issues and provide advanced account and billing support.
• Ability to analyze complex estimate and billing statements, correctly identify errors, and take appropriate action to ensure accuracy and compliance.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Minimum of four (4) years of experience in administrative support, sales operations, customer service environment, or related background. *

Preferred: 

• Associate degree.
• At least three (3) years of telecommunications customer service/account support experience.
• Relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Ability to work in a potentially stressful environment where timeframes are significantly shortened.
• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.