Customer Success Operations

Ascendion; Phoenix (AZ); On-site; USD 44,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Disability Insurance

Paid Time Off

Official Holidays

Job summary

Ascendion is seeking an Outbound Telesales Representative 3 in Phoenix, AZ. This role focuses on high-touch device support operations, coordinating customer requests and warranty handling while routing SMB opportunities to the right channel and maintaining clear reporting.

Candidates should have 2+ years in customer support or sales operations, strong communication, and proficiency with CRM tools, Excel, PowerPoint, and Copilot.

Qualifications

• Two or more years in customer support, sales operations, or related roles, or equivalent experience.
• Experience coordinating across teams and driving actions to completion.
• Experience maintaining operational trackers, reports, and business updates.
• Knowledge of devices, warranty processes, customer support, SMB or channel sales motions.

Responsibilities

• Manage intake and coordination for device support, warranty, and customer satisfaction requests.
• Open, document, route, and advance customer cases with internal teams.
• Generate tickets and documentation on time and accurately.
• Provide status updates and follow-up until cases are resolved.
• Escalate high-risk cases with concise summaries and next steps.
• Route SMB opportunities to the correct Store or channel path.
• Maintain trackers for cases, warranties, and referral activity.
• Report on case volume, aging, resolution, and analytics insights.

Skills

Customer service

Case management

Organization

Communication (written)

Data interpretation & reporting

Education

Bachelor's degree in marketing

Tools

CRM / case-management tools

Excel

PowerPoint

Copilot

Job description

Ascendion is a full service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

Build the coolest tech for world’s leading brands

Solve complex problems - and learn new skills

Experience the power of transforming digital engineering for Fortune 500 clients

Master your craft with leading training programs and hands-on experience

Experience a community of change makers!

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

Title: Outbound Telesales Representative 3

Location: Phoenix, AZ

Role Overview

• The Device Concierge Operations Vendor provides high-touch operational support for device customers and the sales team.
• The role coordinates customer support and warranty requests, creates required service tickets, drives cases through resolution, routes smaller sales opportunities to Stores or channel partners, and maintains clear reporting and follow-through.
• This is primarily an operations and customer-experience role rather than a quota-carrying sales position.

Key Responsibilities

Customer Satisfaction, Warranty & Support

• Manage intake and coordination for device support, warranty, and customer satisfaction requests.
• Work with our Support and internal teams to open, document, route, and advance customer cases.
• Generate required SKPs (service tickets) and supporting documentation accurately and on time.
• Own follow-up, provide clear status updates, and maintain engagement until the case is resolved.
• Escalate stalled or high-risk cases with a concise summary of the issue, actions taken, and required next step.

SMB (Small, Medium Business) Opportunity Routing & Channel Coordination

• Triage smaller SMB team opportunities and select the appropriate Store or channel fulfillment path.
• Confirm acceptance by the receiving team and track exceptions, progress, and outcomes.

Reporting, Analytics & Account Planning

• Maintain accurate trackers for support cases, warranty requests, SKPs, escalations, SMB referrals, and outcomes.
• Report on case volume, status, aging, resolution, escalation themes, and referral activity.
• Analyze trends and provide concise insights on customer activity, open actions, risks, and process gaps.
• Document repeatable workflows and identify opportunities to improve response time and reduce manual effort.

Skills & Qualifications

Core Skills

• Strong customer service and case-management skills, including the ability to handle urgent issues professionally.
• Excellent organization, prioritization, attention to detail, and follow-through.
• Clear written and verbal communication with customers, partners, support teams, and senior stakeholders.
• Ability to interpret operational data, identify trends, and create actionable reporting.
• Proficiency with Excel, PowerPoint, Copilot, CRM or case-management tools, and collaboration platforms.

Qualifications

• Two or more years of experience in customer support, sales operations, account coordination, program operations, or a related role; or equivalent experience.
• Experience coordinating across multiple teams and driving open actions to completion.
• Experience maintaining operational trackers, reports, and business updates.
• Working knowledge of commercial devices, warranty processes, customer support, SMB customers, or channel sales motions.

Success Measures & Role Scope

Success Measures

• Timely acknowledgment, documentation, and progression of support and warranty requests.
• Consistent follow-through and visibility for open, aging, and escalated cases.
• Accurate and timely SKP generation and operational reporting.
• Effective SMB handoffs with clear ownership and tracked outcomes.
• Improved customer satisfaction and process improvements that reduce delays and administrative burden.

Role Scope

• This vendor role supports the Devices sales organization through operational execution, customer support coordination, reporting, and opportunity routing. It does not replace the accountable M seller or Support case owner.

Top 3 Must-Have HARD Skills (5-7 years in the following)

• Case management in a CRM / ticketing system.
• Operational reporting and data analysis in Excel.
• Warranty/device support process knowledge.

Education/Experience:

• Bachelor's degree in marketing or equivalent training required.
• 5-7 years of experience required.

Salary Range: $43,680 - 53,680 Annually -Factors that may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance [short-term disability insurance] [5 personal days accrued each calendar year. The paid time off benefits meet the paid sick and safe time laws that pert pertain to the City/ State] [10-15 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year]