Presales Triage Specialist

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Presales Triage Specialist is responsible for managing the intake and triage of incoming opportunities received through internal systems, calls, and emails. This role ensures that each opportunity is accurately evaluated and promptly assigned to the appropriate Solution Architect or resolution team. The Presales Triage Specialist should possess strong organizational and communication skills to assess opportunity details, prioritize assignments, and ensure timely handoff for next steps.

What you’ll do as the Presales Triage Specialist:

Employees employed in the role of Presales Triage Specialist shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide triage support for incoming sales opportunities, SA support requests, and inquiries received via phone, email, instant message, and internal systems.
• Review and assess incoming opportunities to ensure accurate information and required details are captured.
• Update/Modify opportunity records within the opportunity management or CRM tools.
• Promptly assign opportunities to the appropriate Solution Architect or escalation group based on predefined SOP guidelines.
• Communicate regularly with internal stakeholders regarding the status and next steps of their submitted opportunities.
• Ensure timely follow-up and escalation of unassigned or aging opportunities in alignment with established service level agreements (SLAs).
• Meet all productivity, accuracy, and quality targets as defined by the department.
• Assist in onboarding and mentoring new triage team members on opportunity intake processes, routing procedures, and best practices.
• Contribute to the creation and maintenance of triage-specific documentation, playbooks, and process guides.
• Identify opportunities for process improvement and collaborate with leadership to enhance triage workflows and efficiency.

What you will bring to the team:

The following are the experience and key skills required for the position:

Education:

• Minimum of Bachelor’s degree in Computer Science or a related field.

Required Experience:

• 2+ years practical experience in a related technical support function.
• Prior experience in a customer service, administrative, or sales support role preferred.
• Strong verbal and written communication skills with the ability to interact effectively and professionally with peers, management, and internal stakeholders.
• Ability to quickly learn and navigate internal systems, tools, and processes.
• General awareness of technology terminology and IT solution categories (such as networking, cloud, or data center).
• Strong organizational skills with attention to detail and the ability to manage multiple tasks and priorities.
• Ability to follow written and verbal instructions with a focus on accuracy and responsiveness.
• Demonstrates strong work ethic, dependability, and a positive, team-oriented attitude.
• Familiarity with CRM, ticketing, or opportunity management systems is a plus.
• Any relevant certifications (CompTIA ITF+, MTA, or similar) or coursework is a bonus but not required.

Key Metrics That Will Measure and Define Success for This Role:

• Ensure customer satisfaction levels 100% of the time
• Ensure SLAs are met in accordance with the business rules
• Maintain established productivity rates
• Perform all assigned tasks in a fashion that your assigned customer(s) request your future support
• All customer assigned tasks must be entered into MS Dynamics 365 in a timely fashion (daily)
• Weekly status reports are to be turned in promptly

About You:

• You’re highly organized, detail-oriented, and thrive in a fast-paced environment where prioritizing and multitasking are key.
• You enjoy working behind the scenes to help keep processes running smoothly and are motivated by supporting a team’s success.
• Clear communication and a positive, team-first attitude come naturally to you.
• You’re curious about technology and eager to learn more about IT solutions, sales processes, and opportunity management.
• While you may not have deep technical experience, you’re comfortable working with business systems and following structured processes.
• Most importantly, you take pride in your work, show initiative, and are always willing to jump in and help wherever needed.

Zones offers a comprehensive Benefits package

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer a comprehensive benefits package that includes employee life insurance, health coverage for employees, spouse, and children, along with optional discounted coverage for parents. Additional benefits include, Voluntary Pension Fund Scheme, EOBI, complimentary meals, and access to an in-house gym.

We take pride in being an equal opportunity employer and are dedicated to maintaining a workplace free from discrimination of any kind. If you're passionate about driving innovation in IT, sales, engineering, or operations, Zones provide a dynamic and collaborative environment to grow your career.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or on the basis of disability. 

Shift Timings: 8:00 PM to 5:00 AM (Pk Time)