Presales Triage Specialist

Description

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.

Responsibilities

Key Responsibilities

• 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 escalate 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

     

    Education & Experience:

• 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)

   

  Required Skills: 

• 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)

  About you 

• You are highly organized, detail-oriented, and comfortable working in a fast-paced, high-volume environment. You enjoy bringing structure to ambiguity and take pride in ensuring processes run efficiently behind the scenes.

• You communicate clearly, collaborate effectively, and are motivated by enabling others to succeed. You are curious about technology and the presales process and are eager to grow within a high-performing organization.

Experience

2 Years

Apply By

Dec 5, 2026

Required Skills

• Organizational Skills
• Time management
• Communication Skills
• Detail-oriented
• Process Adherence
• internal systems navigation
• IT solution knowledge
• Collaborative Mindset
• Stakeholder Communication
• DATA ACCURACY

Nice to Have Skills

• CRM Systems
• Ticketing Systems
• Dynamics 365
• Problem Solving
• Workflow Optimization