Help Desk L2

As an Account Support Representative (Associate), you will be responsible for delivering exceptional operational and administrative support to assigned accounts. You will process orders, handle customer inquiries, manage data in Salesforce, and collaborate with internal teams to ensure efficient, high-quality service. This entry-level position is ideal for individuals looking to build a career in business operations, customer support, or sales administration. 

Key Responsibilities: 

• Order Management: Process orders accurately by reviewing documentation and ensuring completeness. 
• Salesforce Case Handling: Manage Salesforce queue for assigned accounts and escalate complex cases to senior representatives. 
• SKU and Pricing Maintenance: Request SKU creation and maintaining special pricing records, ensuring costs are correctly reflected in customer portals. 
• Returns and Credit Handling: Manage RMA (Return Material Authorization) and CRB (Credit & Rebill) processes end-to-end, including follow-ups. 
• Customer Communication: Respond to basic client inquiries regarding ETAs, invoices, and shipment tracking. 
• Open Order Oversight: Monitor and resolve open order issues such as vendor PO delays, procurement holds, and closure requests. 
• Portal Administration: Assist with set-up and ongoing maintenance of Marketplace Portals to meet customer requirements. 
• Team Collaboration: Maintain proactive communication with account teams and fellow ASRs to ensure operational continuity. 
• Phone Support: Manage incoming and outgoing calls as needed, following customer or team requirements. 
• Quoting and Upselling: Provide quotes for end-user computing (EUC) equipment and identify upsell opportunities. 
• Additional Projects: Participate in special assignments as needed to support departmental goals and company initiatives. 

 Basic Qualifications: 

• Order Entry Experience 
• Attention to detail 
• Critical Thinking 
• Strong focus 
• Bachelor’s degree in business administration, Purchasing, or related field (or equivalent experience) 
• 0–2 years of relevant professional experience 
• Strong administrative, organizational, and communication skills 
• Analytical mindset with excellent attention to detail 
• Ability to work under pressure and manage multiple priorities and accounts effectively 
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Outlook) 
• Fluent written and spoken English 
• Fluent written and spoken French (if applicable) 

 Preferred Qualifications: 

• Experience in product support or sales operations 
• Familiarity with Salesforce.com or other CRM tools 
• Ability to provide business context through quantitative metrics 
• Strong customer service mindset