Job Description

Job Scope

• Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on- boarding partners. It is a service offered to partners as part of the Partner Advantage program.

• The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:

  • Partner Advantage portal access and navigation

  • Partner Advantage program benefits and requirements

  • Sales and marketing incentives

  • Deal Registration and Deal Referral

  • Contracts and policies

  • Partner Director

  • Marketplace

  • Partner Marketing Studio

  • The Differentiation Journey (certification, Expertise, Specialization, Customer Success Stories)

  • Partner Learning Center access and account issues

Job description

The Tier 1 Agent provides high touch support, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources.

• Senior profile with excellent communication skills to support

• Partners/Applicants through email and video/hangout calls as needed.

• Further, the goal is to support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable time frame.

• You will report to the Team Leader and Program Managers and liaise with all other support team members.

Tasks and responsibilities

• Responding to assigned customer inquiries in a timely and professional manner.

• Work together with our Partners to provide high-quality support through different channels.

• Follow communication procedures, guidelines and policies.

• Proactively liaise with cross-functional departments to obtain information and solutions.

• Report errors, improvements and feedback provided by our Partners.

• Liaising between the Partner and internal teams via various methods (email and videoconference)

• Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines

• Assisting with challenging Partner requests or highly escalated cases

• Develop deep knowledge of our products.

• Meet and exceed personal/customer service team targets.

• Able to troubleshoot issues independently.

• Able to apply the knowledge in the documented SOP to make decision on what the root cause.

• Tasks and responsibilities do not limit the tasks listed above.

Job Requirements

Job Specification

• Excellent comprehension, communication, and Mandarin skills

• Analytical skills with demonstrated problem-solving ability

• Ability to work in a fast-paced environment

• Flexibility to work various shifts

• Good technical skills (should be able to refer SOPs and use client tools independently)

• Good organizational capacity

• Empathic & enthusiastic personality

• Personal Abilities

• Excellent communication skills

• Excellent soft skills

• Team player

• Proactivity

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