Partner Support Specialist

3 weeks ago

Newark, United States Synergy Interactive Full time

Job Overview:


(NOTE: Candidates will preferably have experience providing white-glove support for users/customers of a mobile application.)



As the Partner Support Specialist (TEMP), you'll be instrumental in providing tier 1 and tier 2 assistance to users of our Earning Statements Portal (ESP) across our global marketplaces. This role demands technical expertise, effective communication, proactive troubleshooting, and a dedication to delivering outstanding customer service. You'll collaborate closely with the team to ensure seamless support delivery.


Key Responsibilities:


Tier 1 Reactive Support:


  • Respond to basic inquiries via Accounting/Royalties shared mailboxes using standardized responses.
  • Assist with login emails, security codes, general statement queries, navigation guidance, and statement availability.


Tier 2 Reactive Support:


  • Investigate technical issues using internal platforms and offer personalized support to ESP users.
  • Escalate complex issues to Audible FinTech and financial errors to Royalties stakeholders.
  • Monitor and resolve escalated tickets promptly, providing updates to partners as needed.
  • Conduct customized troubleshooting, including screen share walkthroughs and phone assistance.


Proactive Support:


  • Reach out to partners not yet using ESP to offer onboarding support.
  • Collaborate with global royalty teams to identify ESP pain points and provide feedback for product improvement.
  • Translate internal updates into clear responses for new developments and emerging issues.
  • Maintain ESP support metrics and suggest enhancements for a better user experience.
  • Develop SOPs for recurring issues and collaborate with teams for prompt resolution.


Tracking:


  • Maintain detailed records of all support requests, including supplier details, timestamps, issues, and resolutions.
  • Use collected data to propose improvements for ESP usability.
  • Prepare regular reports on ESP login rates and encountered issues.


Qualifications:


  • Previous experience in technical support or customer service, ideally in digital publishing or entertainment.
  • Proficiency in Microsoft Excel and data management.
  • Strong communication skills to articulate technical concepts to non-technical users.
  • Excellent problem-solving abilities, attention to detail, and a proactive approach to support.
  • Multilingual proficiency is a plus.
  • Familiarity with data analysis is preferred.

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