Presales Triage Specialist

About the role

Zones, a global IT solution provider and MBE operating in more than 120 countries, is hiring a Presales Triage Specialist. The role manages the intake, qualification and routing of incoming sales opportunities and presales support requests, assigning them to the right Solution Architect or presales resource. It drives operational efficiency, improves the seller experience and ensures a smooth handoff into presales. The work schedule is 8:00 PM to 5:00 AM (PKT).

Key responsibilities

• Take incoming opportunities and presales requests through CRM, email, chat and internal systems, checking completeness and accuracy.
• Route opportunities to the correct Solution Architect, ISA or escalation team according to criteria and SLAs.
• Maintain opportunity records in CRM systems such as Dynamics 365 and document assignments for reporting.
• Keep sales teams and stakeholders informed and follow up on incomplete requests.
• Monitor queue health, escalate risks and bottlenecks, and improve triage workflows and SOPs.
• Support onboarding and mentoring of new team members.

Required profile

• Bachelor's degree in Computer Science, Business or a related field, or equivalent practical experience.
• 2+ years in a sales support, customer service or technical operations role.
• General understanding of IT solution categories such as networking, cloud and data center.

Required skills

• Experience with CRM or ticketing systems (e.g. Dynamics 365) preferred.
• Strong organization, time management and attention to detail.
• Excellent verbal and written communication.

What we offer

• Life insurance, optional health insurance, EOBI and a voluntary pension scheme.
• Complimentary meals and access to an in-house gym.