Sales Support Analyst

Important: After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview. This is part of the application process. The interview is not timed, but please complete it within a reasonable period so your application can move forward.

Key Accountabilities

• Lead and supervise the Sales Support team responsible for order processing, work order creation, and coordination across the order-to-cash lifecycle.
• Ensure all work orders are created accurately and processed in line with business requirements, internal controls, and agreed service levels.
• Manage the team’s daily operational activities related to activation, modification, upgrade, downgrade, renewal, and closure of fixed and NBI products within CRM and related systems.
• Monitor workload distribution across team members and ensure optimal utilization of resources to meet business demand.
• Track and enforce adherence to SLAs, KPIs, and operational targets, taking corrective action where required.
• Review and validate daily, weekly, monthly, quarterly, and annual reports to ensure accuracy, relevance, and timely submission to management and stakeholders.
• Act as the main escalation point for complex service, billing, CRM, and order management issues, ensuring timely resolution and minimal customer impact.
• Drive continuous improvement in processes, reporting, controls, and service delivery standards across the team.
• Maintain close coordination with Account Managers, Solution Consultants, Delivery Managers, and other internal stakeholders to support smooth and timely customer service delivery.
• Ensure compliance with internal policies, procedures, audit requirements, and governance standards.
• Identify operational bottlenecks, root causes of recurring issues, and opportunities for automation or process enhancement.
• Coach, guide, and develop team members to enhance performance, capability, and readiness for increased responsibilities.
• Conduct regular performance reviews, provide feedback, and support the professional development of team members.
• Prepare management summaries, operational dashboards, and insights to support decision-making and service improvement initiatives.
• Support management in implementing new processes, systems, tools, and organizational initiatives affecting the Sales Support function.

1. Qualifications, experience, skills and competencies

Qualifications

• University degree needed.

Experience

• 5+ years of professional experience, with at least 2–3 years in sales support, order management, service delivery support, or technical/operational roles.
• Minimum 1–2 years of experience in a supervisory or team leadership capacity is preferred.
• Experience in telecom operations, CRM, billing, invoicing, and service fulfilment environments is highly desirable.

Skills

• Strong leadership and people management skills, with the ability to guide, coach, and develop a team.
• Strong analytical and problem-solving skills, with the ability to manage operational issues and drive resolution.
• Strong planning, prioritization, and organizational skills.
• Strong reporting and data analysis skills, with advanced ability to prepare and interpret operational reports.
• Excellent communication and interpersonal skills, with the ability to engage effectively across all organizational levels.
• Strong working knowledge of CRM, billing, invoicing, reporting tools, and Microsoft Office applications, especially Excel and Outlook.
• Good understanding of order-to-cash processes, service provisioning workflows, and customer support requirements.
• Ability to work under pressure, manage multiple priorities, and maintain service quality in a fast-paced environment.
• Ability to identify process gaps and implement practical improvements.
• Commercial awareness and customer-oriented mindset.