Security Solutions Operations Specialist

Role Overview

• Manage the Security Solutions Salesforce Certinia Cases queue by overseeing the intake and workflow of service requests submitted through Salesforce's case management system. Monitor cases as they are initially assigned to the queue that matches the service offering, and re-assign ownership to individual service agents to work the case.
• Create and maintain list views to manage the total workload and queue of cases, ensuring efficient tracking of workload and turnaround time.
• Ensure cases move efficiently through the workflow and are assigned to appropriate service agents for resolution, while monitoring which internal users receive case email notifications.
• Assist with scoping activities, proposal development, and RFI/P responses under the guidance of senior consultants.
• Use internal tools and processes to generate service quotes, help scope and track opportunities, and process and close opportunities.
• Promptly responding to internal and external inquiries for professional services.
• Understand and suggest ongoing process improvements for the presales service lifecycle.
• Interface with Technical leaders, practice delivery leads, and Sales Support Specialists on a daily basis in a fast pace, engaging environment.
• Document pre-sales processes, contribute content, methodologies, and documentation to help the practice grow.
• Be able to manage multiple streams of work in an organized and timely manner.
• Serve as a liaison between Customers, Vendors, and GuidePoint outside Sales Executives and Service Leaders
• Document and maintain processes and procedures for presales workflow steps.
• Develop and maintain relationships with GuidePoint key Vendors and Customers.
• Attend regional/national forecast calls and perform pipeline analysis to ensure forecast accuracy.
• Serve as a liaison between GuidePoint Service Leaders, Contracts and Proposal Departments, and vendors (as required) to process, track and manage service opportunities.
• Work with the team to analyze information and make decisions that benefit GuidePoint Security.

Requirements

• Associate Degree or equivalent from two-year college with four-year degree in a relevant area of study or technical school preferred
• Knowledge of Information Systems concepts required, past Cyber Security operations, services or proposal writing experience strongly desired.
• Must be self-motivated
• Must have outstanding attention to detail and commitment to follow-through
• Technical sales, professional service or consulting and technical writing experience preferred
• Ability to work well in a team environment
• Prior experience with task management/ Kanban tools and Customer Relationship Management (CRM) software is required. Experience with Jira and/or com preferred
• Strong ability to multitask and understand processes quickly and efficiently
• An unwavering positive attitude, a strong drive for results, and the ability to deal with ambiguity are a must

Tech Stack

• Cyber Security

Benefits

• Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans (spouse/children/family). If you choose the High Deductible / HSA plan, GPS will contribute in 4 equal quarterly installments: ($850 per EE annually / $1750 per family annually (includes spouse/children/family options)
• Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans
• 12 corporate holidays and a Flexible Time Off (FTO) program
• Healthy mobile phone and home internet allowance
• Eligibility for retirement plan after 2 months at open enrollment
• Pet Benefit Option