Presales Triage & Intake Specialist (Night Shift)

Zones IT Solutions; Islamabad; On-site; PKR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Life insurance

Health insurance

EOBI

Pension scheme

Complimentary meals

In-house gym

Job summary

Zones is seeking a Presales Triage Specialist to manage intake of opportunities and support requests, ensuring completeness and proper routing to the right Solution Architect or presales resource. The role emphasizes accuracy, timely updates, and collaboration with sales teams.

You will maintain CRM records (Dynamics 365), monitor queue health, and contribute to triage workflows and SOPs. Strong organization, communication, and problem solving are essential in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2+ years in sales support, customer service, or technical operations.
• Experience with CRM or ticketing systems preferred (e.g., Dynamics 365).
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Detail-oriented with focus on accuracy and process adherence.
• Ability to quickly learn internal systems and workflows.
• General understanding of IT solution categories (networking, cloud, data center).
• Collaborative mindset with a strong team-first attitude.

Responsibilities

• Manage intake of incoming opportunities and presales support requests via CRM, email, chat, and internal systems.
• Review submissions to ensure completeness, accuracy, and alignment with intake requirements.
• Assess opportunities against criteria and routing guidelines to determine the appropriate presales resource.
• Assign opportunities to the correct Solution Architect, ISA, or escalation team in a timely manner.
• Ensure SLA adherence for assignment timelines and aging opportunities.
• Update and maintain opportunity records in CRM systems (e.g., Dynamics 365) with accurate data.
• Ensure all assignments and updates are documented for tracking and reporting.
• Communicate assignment status, updates, and next steps with sales teams and internal stakeholders.
• Proactively follow up on incomplete requests or clarification needs.
• Monitor queue health and escalated risks or bottlenecks; contribute to triage workflows, playbooks, and SOPs.
• Assist in onboarding and mentoring new triage team members; support standardized processes.

Skills

Intake management

Routing decisions

CRM usage

Stakeholder communication

Process improvement

Project prioritization

Detail orientation

Team collaboration

Education

Bachelor's degree in Computer Science / Business

Tools

Dynamics 365

Job description

Zones is seeking a Presales Triage Specialist to manage intake of opportunities and support requests, ensuring completeness and proper routing to the right Solution Architect or presales resource. The role emphasizes accuracy, timely updates, and collaboration with sales teams.

You will maintain CRM records (Dynamics 365), monitor queue health, and contribute to triage workflows and SOPs. Strong organization, communication, and problem solving are essential in a fast-paced environment.