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About Arc
Arc is a leading IT Managed Services Provider (MSP) based in the UK, delivering innovative and reliable IT solutions to businesses across various industries. With a strong reputation for excellence, we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.
Role Overview
The Sales Support role exists to provide a professional and efficient service to both prospective and existing customers throughout the sales process. The postholder acts as a key point of contact for customer enquiries, quotations, orders, renewals, and service-related requests, ensuring customers receive a responsive and positive experience.
This position is primarily customer-facing and works directly with external customers as well as internal departments to ensure the smooth progression of sales opportunities, orders, and ongoing account requirements. The role contributes to customer retention, operational efficiency, and revenue growth through excellent service, organisation, and attention to details.
Key Responsibilities
Customer Support & Relationship Management
- Act as a primary point of contact for customer enquiries via telephone and email.
- Build and maintain positive working relationships with customers through professional and responsive communication.
- Assist customers with product, service, and order-related enquiries, ensuring timely resolution or escalation where required.
- Proactively communicate updates relating to quotations, orders, renewals, and service requests.
- Support customer retention by delivering a high standard of customer service throughout the customer lifecycle.
Quotations & Order Management
- Prepare and issue customer quotations accurately and within agreed timescales.
- Process customer orders and ensure all information is complete and accurate before submission.
- Follow up on open quotations and customer requests where appropriate.
- Liaise with suppliers and internal teams to obtain pricing, availability, and product information.
- Monitor orders through to completion, providing customers with regular updates on progress.
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Sales Administration
- Maintain accurate records of customer interactions, opportunities, quotations, and orders within the CRM/PSA system.
- Prepare sales documentation and supporting administrative paperwork as required.
- Assist with contract renewals and service reviews, ensuring customers are contacted within relevant timescales.
- Produce reports and updates relating to sales activity, customer requests, and pipeline information.
CRM & Data Management
- Ensure all customer records remain accurate, complete, and up to date.
- Monitor CRM data quality and maintain consistency across systems.
- Record customer communications and actions in line with company processes.
- Support reporting and forecasting activities through accurate data management.
Cross-Functional Coordination
- Work closely with sales, technical, finance, and operations teams to ensure customer requests are handled effectively.
- Coordinate the onboarding of new customers and services, ensuring all information is accurately passed to delivery teams.
- Assist in resolving customer issues by liaising with relevant departments and keeping customers informed throughout.
- Support internal projects and initiatives designed to improve customer experience and operational efficiency.
Required Skills & Experience
- Previous experience in a sales support, customer service, account support, or sales administration role.
- Strong customer service skills with the ability to build rapport and maintain professional relationships.
- Excellent organisational skills and attention to detail.
- Strong written and verbal communication skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Proficiency in Microsoft Office applications, particularly Outlook, Word, and Excel.
- Ability to work collaboratively across departments while maintaining a customer-focused approach.
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Desirable
- Experience working within an IT, MSP, or technology environment.
- Understanding of IT services, cloud solutions, telecommunications, or cybersecurity.
- Experience using CRM and PSA systems such as HubSpot, HaloPSA, ConnectWise, or Autotask.
- Experience supporting contract renewals and customer account administration.
What We Offer
- A dynamic and supportive working environment.
- Opportunities for career progression within the company.
- Ongoing training and professional development.
- Competitive salary
Key Points
Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. If you’re excited about this role, apply even if your experience doesn’t align perfectly. If not this one, you could be just the right fit for other roles we are recruiting for. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
UK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.
Accessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.
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