Account Support Rep.

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. As a trusted advisor to top K-12 school districts and corporate leaders across industries such as hospitality, healthcare, and financial services, UDT offers a robust suite of customizable, end-to-end technology solutions. The portfolio spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services—helping clients align technology with business priorities to accelerate innovation, streamline costs, and reduce risk.

About the role

This full-time remote position strongly prefers candidates located near Orlando, Florida. The Account Support Representative (ASR) maximizes the productivity of Field Account Managers by serving as a responsive, reliable point of contact for customers throughout the quoting, ordering, and support process. The role emphasizes timely, accurate responses to customer quote requests and questions.

Responsibilities

• Quoting, Ordering & Configuration
  • Prepares and distributes product configurations and customer quotes using online tools.
  • Provides accurate and timely ordering of products via internal systems.
  • Checks for applicable rebates and promotions to maximize gross profit (GP).
  • Handles initial return merchandise authorization (RMA) requests and inputs them in ConnectWise.
• Digital Tools & Online Customer Support
  • Provides customers with online access and support for UDT Digital Tools, including UDTEstore and UDT Hub.
  • Maintains thorough knowledge of UDTEstore and UDT Hub to assist customers with registration, navigation, ordering, and self-service features.
  • Creates bundles and adjusts pricing within quoting and configuration tools as needed.
• Customer Support & Responsiveness
  • Delivers timely, professional responses to customer quote requests and product or pricing questions, meeting response-time standards (e.g., same-business-day acknowledgment).
  • Serves as the primary point of contact for customers, providing order status updates, quotes, and answers to day-to-day requests.
  • Proactively communicates quote status, order delays, backorders, or pricing changes to customers.
  • Monitors and manages the shared quote and support queue (e.g., ticketing/CRM system) to ensure no request is missed or delayed.
  • Provides consistent, timely status updates for open orders or quotes and follows up proactively to move quotes toward closure.
  • Tracks and reports on response-time and resolution metrics (e.g., quote turnaround time, question response time) to support team performance goals.
  • Resolves customer questions at first contact whenever possible; escalates complex or time-sensitive requests to the Field AM, RFP Team, or vendor as appropriate.
• Additional Responsibilities
  • Completes configurations based on best-practice standards for hardware accuracy.
  • Attends meetings (in-person or via phone) to build relationships with the sales team.
  • Maintains in-depth knowledge of relevant products, promotions, and announcements.
  • Utilizes internal and external training to develop product knowledge and customer service/sales skills.
  • Completes Partner Product accreditation when applicable.
  • Maximizes GP on customer standards and transactional business.
  • Builds customer relationships to serve as second-in-command when the Field AM is unavailable.
  • Proactively provides pertinent information to clients that may affect their business.
  • Develops good working relationships with internal departments.
  • Maintains a high sense of urgency to deliver an extraordinary customer experience on every interaction.
  • Sets clear, realistic response-time expectations with customers and follows through on commitments.
  • For Government or K-12 Field Account Managers, develops and maintains a working understanding of applicable contracts and purchasing vehicles (e.g., NASPO, state term contracts, K-12 cooperative purchasing agreements) to ensure compliance.

Requirements

• Minimum Basic Qualifications
  • Technology industry experience or 2 years of sales/customer service experience (non-retail).
  • Excellent communication skills, detail-oriented, effective interpersonal skills, and an energetic, enthusiastic demeanor.
  • Working knowledge of Office applications.
  • Comfortable managing multiple concurrent customer requests while meeting response-time expectations.
• Other Required Qualifications
  • Demonstrated ability to multitask.
  • Confidence in customer interactions.
  • Strong sense of ownership and urgency in responding to customer quotes and questions.
• Preferred Qualifications
  • College degree.
  • Prior experience selling computer hardware, software, solutions, or services.
  • Certifications in Advanced Technology (e.g., Cisco).
  • 3 years of work experience within the IT industry.
  • Experience with CRM, quoting, or ticketing tools (e.g., ConnectWise).
  • Familiarity with government, Higher Ed, and K-12 procurement processes and contract vehicles.

Benefits

• Competitive compensation package with performance-based rewards.
• Medical, dental, vision, life, and disability coverage (effective the 1st of the month).
• Health savings accounts (HSA) and flexible savings accounts (FSA).
• 401(k) plan with company match.
• 7 annual holidays and flexible paid time off.