Sales Support Analyst

Job Title: Sales Support Analyst
DQE Communications, headquartered in Pittsburgh, Pennsylvania, is a fiber-optic Internet and data network access provider for businesses and carriers in Pennsylvania, West Virginia, Maryland and Ohio. Established in 1997 as a division of the Duquesne Light Company, DQE started as a dark fiber infrastructure provider in the Pittsburgh metropolitan area, and since then has grown both its fiber footprint and product offerings to become one of the leading regional providers of secure, reliable, data network services. With its recent sale to GI Partners, a leading investor in the communications infrastructure sector, DQE has a renewed focus on growth, both in terms of increasing penetration within its current footprint and growing its network reach.
Job Summary:
The Sales Support Analyst will play a key role in ensuring the smooth and efficient operation of the sales process for DQE Communications. This role provides administrative and analytical support to the sales team by managing data, reporting, and systems to optimize sales performance. The ideal candidate will have a strong understanding of telecommunications products and services, with excellent organizational, analytical, and communication skills. Must be local to the Pittsburgh area. Hybrid work environment.
Key Job Responsibilities:

• Maintain and update customer and sales data within the CRM system (NetSuite).
• Ensure accuracy of sales reports, track sales performance metrics, and monitor key performance indicators (KPIs).
• Work closely with Operations team and the integration between NetSuite and the project management system (SiteTracker)
• Assist the sales team with day-to-day administrative tasks, including entering opportunities into NetSuite, preparing sales proposals, quotes, and presentations.
• Handle customer inquiries, support requests, and help resolve any issues related to sales contracts and product/service offerings.
• Participate on customer calls and support sales team with customer requests, issues and audits
• Coordinate with internal teams (e.g., Marketing, Finance, Operations) to ensure smooth execution of sales processes.
• Provide technical support for sales tools, NetSuite, and other systems to ensure the sales team has the resources needed to succeed.
• Assist with implementation and training sales staff on new tools, platforms, and systems updates.
• Work with third party NetSuite admin
• Assist in processing customer orders and ensuring that they are accurately entered into the system.
• Maintain accurate and up-to-date documentation of customer contracts, renewals, and service agreements.
• Assist the sales team with renewal efforts for expired and soon to be expired contracts.
• Analyze sales processes and recommend improvements to streamline workflows and increase sales team productivity.
• Monitor sales data to identify bottlenecks and suggest strategies for improving efficiency.

Required Skills/Abilities:

• Strong analytical and problem-solving skills.
• Excellent communication skills (both written and verbal).
• Detail-oriented with the ability to manage multiple tasks simultaneously.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Knowledge of telecommunications industry trends and standards.
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).
• Familiarity with telecommunications products and services
• Experience in NetSuite or similar CRM systems
• Experience with order management and customer service processes.

 
Education/Experience Requirements:

• Bachelor degree or equivalent work experience is preferred.
• 2 - 3 years of sales, administrative or customer service experience required, experience in telecommunications preferred.