Job Description

Job Description Job ScopePartner 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 navigationPartner Advantage program benefits and requirementsSales and marketing incentivesDeal Registration and Deal ReferralContracts and policiesPartner DirectorMarketplacePartner Marketing StudioThe Differentiation Journey (certification, Expertise, Specialization, Customer Success Stories)Partner Learning Center access and account issuesJob descriptionThe 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 supportPartners/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 responsibilitiesResponding 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 deadlinesAssisting with challenging Partner requests or highly escalated casesDevelop 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