Partner Support Specialist
4 weeks ago
Job Overview:
- Provide tier 1 and tier 2 support for users of the Earning Statements Portal (ESP) across various global marketplaces.
- Blend technical proficiency, strong communication skills, and proactive problem-solving abilities to deliver exceptional customer support.
- Hybrid role involving collaboration with team members.
Key Responsibilities:
Tier 1 Reactive Support:
- Address basic inquiries via shared mailboxes using standardized responses.
- Handle requests for login credentials, statement formatting, navigation of ESP, and statement availability.
Tier 2 Reactive Support:
- Investigate technical issues using internal platforms.
- Escalate issues to relevant stakeholders and track resolution.
- Conduct personalized troubleshooting including screen share and phone support.
Proactive Support:
- Reach out to partners not yet using ESP and provide onboarding assistance.
- Collaborate with global royalty members to identify pain points and provide feedback.
- Translate internal updates into proactive response blurbs.
- Maintain ESP support metrics and suggest improvements.
- Establish SOPs for recurring issues and collaborate for resolution.
Tracking:
- Maintain metrics for Reactive and Proactive requests.
- Prepare regular reports on ESP login rates and encountered issues.
Qualifications:
- Previous experience in technical support or customer service roles.
- Proficiency in Microsoft Excel and data management.
- Strong communication skills with the ability to explain technical concepts clearly.
- Excellent problem-solving abilities and attention to detail.
- Preferred multi-lingual proficiency and familiarity with data analysis.
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