Sales Support Specialist – Buffalo, NY

Sales support specialist

This is a hybrid role (40% remote, 60% on-site) in Buffalo, NY.

Odoo is the world’s most popular open-source ERP SaaS software, and we want you to join our amazing team. The Functional Support Analyst & Pre-Sales role is key to our future success!

The Functional Support Analyst & Pre-Sales position assists customers (and team members) with support tickets, phone calls, and LiveChat conversations – always making sure to provide an informative and enjoyable customer experience!

This role will also be in charge of pre-sales, identifying potential leads, and passing those leads along to the sales team. Not only will you be the “first line of defense” for potential and current customers, you’ll also be the face of the company.

And, with someone like you joining our team – the sky’s the limit!

Responsibilities:

Customer Interaction

Responsible for assisting customers & identifying potential clients, via tickets, LiveChat, and phone support

Escalation

Evaluate issues and fix ‘em! If you can’t, escalate to a team that can resolve the problem(s)
Escalate urgent issues to correct team members

Evaluation:

Tickets

Your answers are complete, well-written, and correct
Answer 4 tickets/day (on average)
Regularly take on oldest tickets
Routinely share positive feedback with the team

Pre-sales

Efficient and purposeful communication
4 hours/day connected on the website’s LiveChat to interact with visitors
Answer simple support questions
Identify potential clients and convert them into leads

Calls

Clearly communicate with customer
Your answers are correct

Team participation

Regularly interact with the team

Requirements:

Bachelor’s Degree, Business, or STEM preferred
1-3 years of professional experience
Pre-sales or sales experience

Nice to have:

Ability to work in a rapidly-evolving field
Business experience at an ERP
Passion for software
Willing to learn constantly and work proactively
Prior experience at a fast-growing startup

Compensation and Perks:

Free books for professional development
Benefits include: healthcare (KAISER!), dental, vision, life insurance, Flexible Spending Account, Health Savings Account
Compensation includes: base salary and commissions for all strategic partnership sales team members
PTO (Paid-time-off), paid sick days, and paid holidays
Employee Assistance program; 3 X 1 hour telehealth calls with certified mental health professionals
Evolve in a nice working atmosphere with a passionate growing team
Company sponsored events for groups of 6+ employees
Pre-tax commuter benefits, such as: parking and transit
Snacks, fruit, and coffee/drinks on tap