Job description

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
PSR is an experienced professional, integral part of the Juniper APAC field sales team responsible for ensuring the success of service sales operations. Position involves a combination of overall quote preparation, data administration, and knowledge base management.
They will use professional knowledge and experience and exercise judgment to support the preparation and delivery of renewal quotes for all expiring maintenance service contracts, specifically approaching complex and/or problematic cases which could impact the operational efficiency.
They will develop and provide key business reports to support the quoting process and forecasting process of sales team.
They will also develop and maintain a knowledge base for end-to-end maintenance service renewal process collecting and organizing all the relevant information such as rules, policies, guidelines, and business processes related to the business.

Responsibilities:

Point of contact and escalation point from sales team, partners and quoting team on complex and/or problematic cases.
Work among stakeholders of such cases to own, manage and facilitate the solution. Stakeholders include partners, product & service sales, quoting team, quote approvers, order management team, credit & collection team, customer care team, JTAC, and others.
Participate in regional quote backlog review calls to understand the outstanding request volume and long-aging cases included per region.
Provide periodic business reports including open requests report and others.
Develop and maintain a knowledge base for the internal players of end-to-end maintenance service renewal process.
Ad-hoc reporting and/or research tasks from internal players.

Requirements:

Bachelors degree or equivalent work experience, with 5+ years of work experience in service business operations. Service renewal quoting experience is an advantage.
Knowledge and hands-on experience in CRM systems such as Salesforce and SAP will be an advantage.
Strong attention to detail with demonstrated ability to multitask and coordinate and track problems towards resolution.
Demonstrated operational, analytical and decision-making skills.
Collaborative work experience among internal and external stakeholders.
Team player and quick learner.
Proficiency in data entry and Microsoft Excel.
Strong verbal and written communication skills

Partner Support Representative