What are the responsibilities and job description for the Sales Support Analyst position at Uniti Group Inc.?
Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States.
With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.
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About The Role
The Sales Support Analyst serves as the primary support partner for an assigned Regional VP sales area, helping reduce the administrative, operational, and follow-up workload that takes sellers away from customer-facing activities. This role improves responsiveness, consistency, and visibility across quote support, billing-related issues, escalations, and internal coordination. The Sales Support Analyst acts as a liaison between Sales and key internal support teams to move requests forward efficiently, enhance the seller experience, and support overall sales productivity.
What You’ll Do
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Our Benefits
Notice to Non-U.S. Citizens: Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.
Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.
With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.
_________________________________________________________
About The Role
The Sales Support Analyst serves as the primary support partner for an assigned Regional VP sales area, helping reduce the administrative, operational, and follow-up workload that takes sellers away from customer-facing activities. This role improves responsiveness, consistency, and visibility across quote support, billing-related issues, escalations, and internal coordination. The Sales Support Analyst acts as a liaison between Sales and key internal support teams to move requests forward efficiently, enhance the seller experience, and support overall sales productivity.
What You’ll Do
- Serve as the primary support partner aligned to an assigned Regional VP sales area.
- Reduce the amount of administrative, operational, and follow-up work that diverts sellers from customer-facing selling time.
- Improve responsiveness, consistency, and visibility across quote support, billing-related issues, escalations, and internal coordination.
- Act as a liaison between Sales and key support teams to help move requests forward efficiently and improve the overall seller experience.
- Serve as the main point of contact for Uniti Solutions and Uniti Fiber intercompany quote and order requests.
- Monitor and manage intercompany quote and order requests received through shared communication channels.
- Review incoming requests for completeness, accuracy, and required supporting documentation before routing to downstream teams.
- Research requests against established Rules of Engagement and identify items requiring additional review.
- Partner with Sales Leadership on requests that may require a “no bid” response or further escalation.
- Coordinate compliant quote requests by submitting them to Engineering, Costing, and Pricing for evaluation and response.
- Track quote requests through the internal review process and follow up on open or aging items.
- Communicate quote responses and status updates back to the original requestor.
- Support quote-to-order readiness by gathering required information and preparing complete handoff packages for the Order Management team.
- Assist sellers with non-revenue-generating Voice Change Requests.
- Manage setup of Referral Agents in Salesforce and Ubuy.
- Assist with billing-related questions, issues, and escalations raised by Sales.
- Contact first-time billers to confirm invoice receipt and validate customer billing contact information in company systems.
- Complete vendor forms required to support customer ACH payment setup.
- Triage sales escalations and determine the most appropriate path for resolution across internal teams.
- Coordinate with Billing, Engineering, Costing, Pricing, Order Management, Customer Experience, and other support teams as needed.
- Document issue details and root cause information where applicable.
- Perform root cause analysis on escalations and communicate findings back to Sales Operations for business process assessment.
- Identify recurring issues, process gaps, and regional trends, and provide feedback to Sales Leadership, Sales Operations, and Customer Experience teams.
- Partner with Account Executives, Sales Support, and Sales Leadership to provide ongoing guidance on business processes and systems.
- Help improve seller productivity by centralizing support tasks that can be managed outside of the direct selling role.
- Bachelor’s degree in Business, Communications, Sales Operations, or a related field preferred, or equivalent combination of education and experience.
- Experience supporting sales teams, customer operations, order management, billing, or related business functions.
- Strong organizational skills with the ability to manage multiple requests, priorities, and follow-up activities simultaneously.
- Experience working cross-functionally with multiple departments in a fast-paced environment.
- Ability to analyze issues, identify root causes, and recommend process improvements.
- Strong written and verbal communication skills.
- Proficiency with business systems such as Salesforce and Microsoft Office applications.
- Knowledge of quote-to-order processes and sales support workflows.
- Familiarity with billing processes, escalations, and customer support coordination.
- Ability to interpret and apply rules of engagement, internal processes, and business policies.
- Strong attention to detail and commitment to accuracy.
- Ability to work independently while maintaining strong collaboration across teams.
- Customer focus
- Problem solving
- Communication
- Cross-functional collaboration
- Organization and follow-through
- Process improvement
- Adaptability
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Our Benefits
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
Notice to Non-U.S. Citizens: Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.
Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.