Presales Triage Specialist

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

Description

Company Overview

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’sreally onlyone: Zones – First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC onTwitter @Zones, andLinkedIn and Facebook.

Position Overview

The Presales Triage Specialist is a critical role within the presales organization responsible for managing the intake, qualification, and routing of incoming sales opportunities and support requests. This individual ensures each opportunity is accurately evaluated and efficiently assigned to the appropriate Solution Architect or presales resource.

This role plays a key part in driving operational efficiency, improving seller experience, and ensuring seamless handoff into the presales process. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment where prioritization and responsiveness are critical.

What you will do as Presales Triage Specialist

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Opportunity Intake & Qualification
  • 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 defined intake requirements
• Opportunity Routing & Assignment
  • Assess opportunities against predefined 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
• System & Data Management
  • Update and maintain opportunity records in CRM systems (e.g., Dynamics 365) with accurate and timely data
  • Ensure all assignments and updates are properly documented for tracking and reporting
• Stakeholder Communication
  • Communicate assignment status, updates, and next steps with sales teams and internal stakeholders
  • Proactively follow up on incomplete requests or clarification needs
• Operational Excellence & Process Improvement
  • Monitor queue health and escalated risks or bottlenecks as needed
  • Contribute to the development and improvement of triage workflows, playbooks, and SOPs
• Team Support & Enablement
  • Assist in onboarding and mentoring new triage team members
  • Support consistency and adherence to standardized triage processes

What you will bring to the team

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

Key metrics that will measure and define success for this role.

• SLA adherence for opportunity assignment
• Accuracy and completeness of opportunity data
• Queue management and aging reduction
• Productivity and throughput targets
• Stakeholder satisfaction (sales and presales teams)

Zones offers a comprehensive Benefits package .

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Job timings:8:00 PM to5:00 AM (Pk time)