This role is a key customer touchpoint, responsible for providing accurate and timely quotes, product configurations, and technical support to our reseller partners. Success in this position requires excellent organisational skills, technical capability, and a commitment to providing outstanding customer service.
You’ll manage multiple priorities through a combination of phone support, email, and our ticketing system - all while ensuring customer expectations and internal SLAs are consistently met or exceeded.
Your Key Responsibilities
- Serve as the first point of contact for customer technical enquiries via phone and email.
- Support Tier 1 resellers by designing technical solutions and creating BOMs (Bills of Materials) in vendor portals.
- Generate accurate quotations and ensure timely delivery within service level agreements (SLAs).
- Maintain high standards of customer service and provide regular updates on open enquiries and tickets.
- Educate partners on available solutions, tools, and resources to support their success.
- Identify upsell opportunities and incorporate them into quotation processes.
- Escalate vendor or customer concerns when required.
- Complete vendor product training and certifications as required.
- Proactively follow up on outstanding internal and external enquiries.
Qualifications / Requirements
Strong technical knowledge in data communications, networking, and cybersecurity.
- Ability to navigate vendor portals and configure solutions effectively.
- Familiarity with margin and pricing calculations.
- Strong problem-solving skills with a proactive, solutions-focused mindset.
- High attention to detail with strong administrative and time management skills.
- Ability to build effective working relationships over the phone and in person.
- Excellent communication skills, both written and verbal.
- Competent with Microsoft Office tools, particularly Outlook, Excel, and Word.
- Motivation to grow within a technical sales setting.
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📌 Presales Specialist (City of Sydney)
🏢 Westcon - Comstor
📍 City of Sydney
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