Partner Support Specialist

4 weeks ago


Newark, United States Synergy Interactive Full time

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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