Sales Support Analyst

About the Role:

The Sales Support Analyst serves as the primary support partner for an assigned Regional VP sales area, helping reduce the administrative, operational, and follow-up workload that takes sellers away from customer-facing activities. This role improves responsiveness, consistency, and visibility across quote support, billing-related issues, escalations, and internal coordination. The Sales Support Analyst acts as a liaison between Sales and key internal support teams to move requests forward efficiently, enhance the seller experience, and support overall sales productivity.

What You’ll Do: 

• Serve as the primary support partner aligned to an assigned Regional VP sales area.
• Reduce the amount of administrative, operational, and follow-up work that diverts sellers from customer-facing selling time.
• Improve responsiveness, consistency, and visibility across quote support, billing-related issues, escalations, and internal coordination.
• Act as a liaison between Sales and key support teams to help move requests forward efficiently and improve the overall seller experience.
• Serve as the main point of contact for Uniti Solutions and Uniti Fiber intercompany quote and order requests.

Intercompany Orders and Quote Support

• Monitor and manage intercompany quote and order requests received through shared communication channels.
• Review incoming requests for completeness, accuracy, and required supporting documentation before routing to downstream teams.
• Research requests against established Rules of Engagement and identify items requiring additional review.
• Partner with Sales Leadership on requests that may require a “no bid” response or further escalation.
• Coordinate compliant quote requests by submitting them to Engineering, Costing, and Pricing for evaluation and response.
• Track quote requests through the internal review process and follow up on open or aging items.
• Communicate quote responses and status updates back to the original requestor.
• Support quote-to-order readiness by gathering required information and preparing complete handoff packages for the Order Management team.

Sales and Operational Support

• Assist sellers with non-revenue-generating Voice Change Requests.
• Manage setup of Referral Agents in Salesforce and Ubuy.
• Assist with billing-related questions, issues, and escalations raised by Sales.
• Contact first-time billers to confirm invoice receipt and validate customer billing contact information in company systems.
• Complete vendor forms required to support customer ACH payment setup.

Escalation Management and Cross-Functional Coordination

• Triage sales escalations and determine the most appropriate path for resolution across internal teams.
• Coordinate with Billing, Engineering, Costing, Pricing, Order Management, Customer Experience, and other support teams as needed.
• Document issue details and root cause information where applicable.
• Perform root cause analysis on escalations and communicate findings back to Sales Operations for business process assessment.
• Identify recurring issues, process gaps, and regional trends, and provide feedback to Sales Leadership, Sales Operations, and Customer Experience teams.
• Partner with Account Executives, Sales Support, and Sales Leadership to provide ongoing guidance on business processes and systems.
• Help improve seller productivity by centralizing support tasks that can be managed outside of the direct selling role.

 

Do You Have: 

• Bachelor’s degree in Business, Communications, Sales Operations, or a related field preferred, or equivalent combination of education and experience.
• Experience supporting sales teams, customer operations, order management, billing, or related business functions.
• Strong organizational skills with the ability to manage multiple requests, priorities, and follow-up activities simultaneously.
• Experience working cross-functionally with multiple departments in a fast-paced environment.
• Ability to analyze issues, identify root causes, and recommend process improvements.
• Strong written and verbal communication skills.
• Proficiency with business systems such as Salesforce and Microsoft Office applications.

Preferred Skills

• Knowledge of quote-to-order processes and sales support workflows.
• Familiarity with billing processes, escalations, and customer support coordination.
• Ability to interpret and apply rules of engagement, internal processes, and business policies.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently while maintaining strong collaboration across teams.

Core Competencies

• Customer focus
• Problem solving
• Communication
• Cross-functional collaboration
• Organization and follow-through
• Process improvement
• Adaptability

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.