Inside Support Specialist

Support sales success through seamless coordination, accurate execution, and an exceptional customer experience.

Structured Communication Systems is seeking a detail oriented and proactive Inside Support Specialist to join our team located in Clackamas, Oregon.

As part of our team, you will be responsible for providing essential support to Account Executives and internal teams throughout the sales and order lifecycle. In this entry-level role, you’ll assist with customer coordination, quoting, order processing, issue resolution, and project tracking while helping ensure accurate communication, timely execution, and an exceptional customer experience.

This position also supports day-to-day account activities, maintains accurate documentation, monitors order and project progress, and contributes to operational processes that improve efficiency and customer satisfaction. You’ll also develop foundational knowledge of our products, processes, and customer needs, serving as a growing resource for basic transactions and account support. This role works closely with Account Executives and cross-functional teams and receives regular guidance and direction as you build your skills and expertise.

(Must be able to work on-site in Clackamas, Oregon five days a week.)

Compensation: $21.65 – $33.27 per hour

About Structured

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets, and providing information security and governance.

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully.  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.

• Acts as an entry-level point of contact between internal clients, including Account Executive(s), engineers, management, customer service, administration, and external clients ensuring clear communication and coordination.
• Plans, manages, coordinates, and follows up on events, customer calls, emails, and appointments on behalf of Account Executive(s) as directed.
• Coordinates Account Executive(s) calendars to prioritize customers and opportunities as directed.
• Participates in account planning as needed.
• Responsible for gathering customer requirements and working with internal teams to create and deliver quotations, as directed.
• Works with engineers to generate Bills of Material (BOM) as needed.
• Proactively retrieves quotes and invoices through various distributor customer portal logins.
• Ensures accurate receipt of customer orders and seamless handoff to operations.
• Manages the complete Purchase Order (PO) lifecycle as directed.
• Initiates purchase requests (PRs) and oversees order tracking through to completion.
• Assists in knowledge sharing efforts by providing guidance, mentorship, and informal training to team members on processes, tools, and best practices, helping to elevate team performance and consistency, as directed.
• Collaborates with Account Executive(s) and the Accounting team to investigate and help resolve credit holds and releases them upon approval.
• Consistently provides complete, accurate, and timely updates on opportunities and order status.
• Monitors order progress to ensure customer expectations for delivery are communicated and met.
• Tracks orders to help ensure customers receive the correct software licensing and activation keys in a timely manner.
• Investigates and resolves customer issues regarding product and/or service delivery; communicates status to ISS Manager and Account Executive(s) in a timely manner.
• Oversees customer cases and acts as a single point of contact for the Service Desk as directed.
• Provides ongoing entry-level support to the ISS email alias and serves as backup for Account Executive(s) as needed or as assigned by the ISS Manager.
• Supports the organization and maintenance of the customer database and ensures project files are prepared in a timely manner.
• Follows current policies and procedures for tracking activities in Structured’s customer relationship management (CRM) and service delivery tools.
• Performs additional duties as assigned.

Competencies

• Promotes and maintains a high standard of customer service at all times.
• Ability to maintain and continually develop accurate product and application knowledge.
• Must be well-organized in a fast-paced, high-pressure environment.
• Ability to maintain strict confidentiality.
• Excellent verbal and written communication skills.
• Strong organization and time management capabilities and exceptional attention to detail.
• Strong interpersonal skills, including communicating, fostering, and maintaining relationships with internal teams, customers, and vendors.

Education and Experience

High School Diploma or General Education Degree (GED) required, along with a minimum of two (2) years of related experience and/or training, or an equivalent combination of education and experience. Relevant experience should include customer service and/or sales, with proven ability in client interaction, issue resolution, account support, and driving revenue within a customer-focused environment.

General Office Computer Skills

To perform this job successfully, an individual should be an experienced user of Microsoft Office Suite; experience with a customer relationship management (CRM) tool, such as Salesforce.

Language Skills

Ability to read, analyze, and interpret quotes and reports. Must be able to communicate effectively in English, including the ability to read, write, speak, and understand English, to perform essential job functions such as corresponding, presenting information, and responding to questions from employees, management, vendors, and customers, with or without reasonable accommodation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally sedentary in nature, but may require frequent standing, walking, talking and hearing. Frequent use of phones, computers and other general office equipment is required.

While performing the duties of this job, the employee will be required to occasionally lift and/or move up to twenty-five (25) pounds.

Working Conditions

TThe working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The office work environment lighting and temperature are generally moderate; work is regularly performed within an office environment, with standard office equipment available.

This position may occasionally require an adjusted work schedule or evening hours to meet or attend vendor/customer needs.   

Benefits

Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training. Obtaining industry-based certifications is highly encouraged.

*** We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas. ***

* Structured is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.