Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.
The primary function of the Support Associate is to provide the Altice Business Sales Channels (Strategic, Mid-Market, and Bulk etc) back office support on all aspects of the Sales process by providing daily, weekly, and monthly sales orders updates and productivity reports. Responsibilities extend to the management of order/contract status along with the order flow in Salesforce.com (SFDC).
The Support Associate is involved in all stages of the pre-sale and post-sale customer experience.
•Sale & Sales Operations pre-sale process:◦Works with the business to identify and correct obstacles regarding the customer’s location or system configuration and advises accordingly
◦Assists in processing orders into the appropriate business system
◦Communicates with the Account Executive, Customer, Field Service, OV Operations, and TSG to resolve any post order / pre install issues on COAX orders
◦Responsible for overseeing the processing of all other services purchased with the COAX sales
◦Support administrative functions of lead generation and administration
◦Provide administrative support for the Referral Partner program, including but not limited to Lead distribution, vendor qualification forms, payment confirmation etc.
•Post-sale◦Point of contact for customer inquiries involving: quality of order issues, COAX billing, COAX disconnects and COAX contract related concerns
•Direct contact between departments such as Billing, Collections and Product
•Perform serviceability analysis on opportunities submitted by sales
•Review and assist Sales on orders through Cabledata and work with AOM to insure proper completion of the job at hand
•Working with upper management to execute contracts & addendums
•Populate Salesforce.com with the key customer data/information
•Track the contract status for the department as well as maintain the contract files
•Develop SFDC reports to produce daily, weekly, and monthly sales tracking reports for all Alternate Channels
•Maintain SFDC database and perform periodic (weekly) reconciliation between Cabledata, Kenan and SFDC databases
•Produce reports as necessary
•Take active role in special projects on behalf of the Sales and Sales Operations team
•Mentors and provides hands on training to new hires on internal systems and sales processes as needed
•Associate's Degree preferred.
•Familiarity with Sales channel and Strategic departments’ procedures preferred
•Strong pc skills, specifically Excel, Cabledata, Word, Access, Powerpoint
•Strong organizational skills
•Strong mathematical skills
•Ability to multi-task in a high paced environment
•Strong written, oral communication skills
•Ability to meet deadlines and work effectively under pressure and work independently
•Ability to work extended hours if needed.
•Knowledge of Sales processes, such as New, Renewal, Addendums and Reclamation issues a plus
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug free and smoke free workplace.