About lumen
the role
provide day-to-day technical documentation, systems, process, and order support for customer solutions and services.
interact with customers and internal lumen teams to ensure customer solution details and service attributes are appropriately and accurately documented to support the entire customer lifecycle.
the main responsibilities
- document customer requirements and technical details during the sales cycle and assist with reponses to requests for proposal (rfps).
- satisfy all service attribute and process requirements necessary for order submission.
- assemble service and order detail as needed to support service modifications.
- coordinate with internal teams to help ensure delivery of services aligns with customer expectations and agreed-upon business outcomes.
- ensure the ongoing accuracy of customer service records, solutions documentation, and operating playbooks.
- as needed, help familiarize customers with lumen services, processes, customer-facing portals and tools.
provide feedback that contributes to ongoing process and customer experience improvement initiatives.
- act as a team or project lead and provide training and peer-support for engineering support associates (esas) in support of special projects and in the performance of their day-to-day activities.
required:
- 2 years of experience as an engineering support associate (esa), or equivalent experience level in a similar technology sales role involving information technology, communications, or security concepts
- strong written and verbal communication skills.
ability to develop relationships and communicate effectively with individuals of varying roles and skillsets, both internally and externally.
- ability to work under pressure with tight deadlines.
must be able to work on multiple projects simultaneously, and be able to reprioritize as needed or as directed to respond to changing business requirements.
- must be able to effectively delegate and administer workloads and action items for more junior sales engineering support associates when acting in a team or project lead capacity
- strong analytical skills.
must be able to work through complex issues with a methodical approach.
must be able to graphically depict lumen services and customer solutions in a clear and compelling manner.
- familiarity with the competitive factors, related industry trends, and business management and financial principles influencing the day-to-day conduct of business with customers in a technology sales role.
preferred:
- bachelor's degree in an engineering or similar technical field or equivalent industry or professional experience required.
- industry or technical certifications: comptia a+, itf+, cloud essentials; cisco ccent; microsoft mta; or similar-level technology or industry experience or training preferred.
what to expect next
requisition #: 314095
eeo statement
we are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses").
we do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
note:
pursuant to the san francisco fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records.
disclaimer
salary range
salary min:
48465
salary max:
107700
this information reflects the anticipated base salary range for this position based on current national data.
minimums and maximums may vary based on location.
individual pay is based on skills, experience and other relevant factors.
this position is eligible for either short-term incentives or sales compensation.
director and vp positions also are eligible for long-term incentive.
to learn more about our bonus structure, you can view additional information.
we're able to answer any additional questions you may have as you move through the selection process.
as part of our comprehensive benefits package, lumen offers a broad range of health, life, voluntary lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
note: for union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.