Customer Support Analyst

SageNet, LLC

Tulsa, OK

Company Overview

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Chicago, Philadelphia, Toronto and Washington, D.C.

Job Purpose

The Client Support Center (CSC) ensures positive client experience through high quality service and communication thereby attaining client retention.   The CSC handles incoming client phone calls and emails regarding a variety of questions and inquiries, providing answers and appropriate actions when able and forwarding clients to the proper support as necessary.   Additionally, the CSC is responsible for the placement of client orders into the SageNet systems, the accuracy of those orders, and timeliness is an essential component of a great customer experience.  CSC clients are both external and internal and they support the SageNet Program Managers and Sales teams as well as SageNet’s clients.  Client Support Analysts are responsible for coordinating the entry of client broadband and VSAT orders in a timely, accurate manner. They fulfill a necessary pre-sales support role in the qualification of Broadband for customer locations and identification of broadband costs for quoting and ordering purposes. The Client Support Analyst is instrumental in supporting the customer throughout the lifecycle of the customer’s program.

Duties and Responsibilities

  • Handle inbound calls and emails from multiple clients related to SageNet services, open orders, and billing
  • In collaboration with internal stakeholders, resolve client questions by clarifying the customer’s need; determining the correct resolution/answer; completing required action within performance metrics
  • Record inbound requests and ensure proper notations
  • Capturing client information in a manner that is complete, succinct, and accurate. Using SageNet systems to monitor and follow up on open items
  • Provide accurate, valid and complete information by using the right methods/tools
  • Open and submit customer site locations and orders into SageNet systems
  • Research broadband availability at customer locations (pre-qualify/re-qualify) and ensure pre-qualification costs are captured on orders when placed
  • Clean up and management of open order report to ensure old orders are cancelled/deleted in a timely fashion
  • Broadband and customer report creation/generation support
  • Work effectively and efficiently with Sales/Program Managers/Provisioners when placing orders


  • Technical aptitude to understand service and provider nuances (i.e. IP addresses, modem settings, etc.)
  • Internet-savvy; confident in searching for information using Google and other web-based tools the job provides
  • Previous Telecom experience (preferably broadband)
  • Strong organizational and time management skills
  • Professional communication skills (written and oral)
  • Experience managing amounts of incoming calls and emails
  • Self-directed; ability to prioritize tasks
  • Ability to balance multiple issues at same time
  • Persuasiveness to gain assistance from end user and provider contacts
  • Strong attention to detail; commitment to accuracy and detail

Working Conditions

  • Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.
  • Business casual working environment

Physical Requirements

  • Be able to sit for long periods of time without problem
  • Extensive use of fingers and hands for typing
  • Extensive use of eyes to be able to analyze documents electronically and physically for long periods of time

Classification*: Hourly/Non-Exempt
Position Type: Full-time
Travel Requirements: None
Direct Reports: None

Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact [email protected] for any questions.