Technical Support

1 month ago

Newark, United States Vantage Point Consulting Inc. Full time

Job Title: Technical Support - Royalty/ Data Management/ Client Support

Location: Newark, NJ (Hybrid)

Duration: 9 Months+



Job Description:

  • The Partner Support Specialist (TEMP) will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global Client marketplaces.
  • This position requires a blend of technical proficiency, strong communication skills, proactive problem-solving abilities, and a commitment to delivering exceptional customer support.



Key Responsibilities:

Tier 1 Reactive Support:

  • Address basic inquiries received via Accounting/Royalties shared mailboxes using standardized blurbs.
  • Handle requests for mapped log-in emails, unique security codes (OIDs), general questions about statement formatting, navigation of ESP, and timing of statement availability.



Tier 2 Reactive Support:

  • Utilize internal platforms to deep dive into technical issues and provide customized assistance to ESP users.
  • Escalate technical issues to Client FinTech stakeholders via SIM ticketing and financial errors/non-English inquiries to the appropriate Royalties stakeholders.
  • Track and resolve escalation tickets in a timely manner and provide updates to partners regarding longer resolution times.
  • Conduct custom troubleshooting, including screen share walkthroughs and phone support as needed.



Proactive Support:

  • Reach out to partners who have not yet signed into ESP and offer onboarding assistance.
  • Collaborate with global royalty members to identify ESP pain points and provide feedback for product development/enhancements.
  • Adapt internal updates and communications from Product and FinTech into reactive response blurbs for new development rollouts and Client issues.
  • Maintain global ESP support metrics/data and suggest improvements to enhance the ESP experience.
  • Establish SOPs for newly discovered recurring issues and collaborate with global Royalties teammates and other departments to escalate and resolve issues promptly.
  • Provide speedy responses to basic ESP/statement inquiries and contribute to enhancing Client's reputation as a reliable business partner.


Tracking:


  • For all Reactive and Proactive requests, maintain metrics around supplier name, contact date/time, issue encountered, resolution date/time, etc.
  • Using gathered metrics, suggest improvements to enhance the ESP experience.
  • Prepare regular reports status of ESP login rate and issues encountered.



Qualifications:

  • Previous experience in technical support or customer service roles, preferably within the digital publishing or entertainment industry.
  • Proficiency in Microsoft Excel and data management.
  • Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
  • Strong problem-solving skills, attention to detail, and a proactive mindset towards customer support.
  • Multi-lingual preferred.
  • Familiarity with data analysis preferred.

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