Partner Support Specialist

2 weeks ago

Newark, United States BEPC Inc. - Business Excellence Professional Consulting Full time

BEPC is looking for a Partner Support Specialist in Newark, NJ to join our fast-growing team of consultants

W2 Contract: 8+ months with opportunities for extensions based on business needs and performance.

**Hybrid position in Newark, NJ**

Pay Range: $30.00-52.50/hr. plus we offer Medical, Dental, Vision and Life Insurance benefits


Job Overview:


The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across the company’s Global marketplaces. This position requires a blend of technical proficiency, strong communication skills, proactive problem-solving abilities, and a commitment to delivering exceptional customer support. This will be a hybrid role aligning with team 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 the company’s 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 novel 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 the company'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 (German/French).
  • Familiarity with data analysis preferred.


BEOCS

  • Partner Support Specialist

    1 week ago

    Newark, United States Avispa Technology Full time

    Job DescriptionJob DescriptionPartner Support Specialist 1310084 A leading podcast and audiobook company is seeking a Partner Support Specialist. The successful candidate will play a crucial role in providing customer support to users of our Earning Statements Portal (ESP) across our global marketplaces. This include responding to inquiries, tickets, and...

  • Partner Support Specialist

    Found in: Appcast US C2 - 1 week ago

    Newark, United States Magnit Full time

    Title: Partner Support SpecialistLocation: Newark, NJ 07102 - HybridDuration: 09+ Months contract role Job description: Partner Support SpecialistThe 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 marketplaces. This position requires a blend of...

  • Partner Support Specialist

    Found in: Appcast Linkedin GBL C2 - 1 week ago

    Newark, United States Magnit Full time

    Title: Partner Support SpecialistLocation: Newark, NJ 07102 - HybridDuration: 09+ Months contract role Job description: Partner Support SpecialistThe 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 marketplaces. This position requires a blend of...

  • Partner Support Specialist

    Found in: Appcast US C2 - 2 weeks ago

    Newark, United States BEPC Inc. - Business Excellence Professional Consulting Full time

    BEPC is looking for a Partner Support Specialist in Newark, NJ to join our fast-growing team of consultants!W2 Contract: 8+ months with opportunities for extensions based on business needs and performance.**Hybrid position in Newark, NJ**Pay Range: $30.00-52.50/hr. plus we offer Medical, Dental, Vision and Life Insurance benefits!Job Overview:The Partner...

  • Partner Support Specialist

    Found in: Appcast Linkedin GBL C2 - 3 weeks ago

    Newark, United States BEPC Inc. - Business Excellence Professional Consulting Full time

    BEPC is looking for a Partner Support Specialist in Newark, NJ to join our fast-growing team of consultants!W2 Contract: 8+ months with opportunities for extensions based on business needs and performance.**Hybrid position in Newark, NJ**Pay Range: $30.00-52.50/hr. plus we offer Medical, Dental, Vision and Life Insurance benefits!Job Overview:The Partner...

  • Partner Support Specialist

    Found in: Appcast Linkedin GBL C2 - 1 week 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...

  • Partner Support Specialist

    1 week 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...

  • Partner Support Specialist

    7 days 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...

  • Partner Support Specialist

    Found in: Appcast US C2 - 7 days 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...

  • Partner Support Specialist

    Found in: Appcast Linkedin GBL C2 - 7 days 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...

  • Partner Support Specialist

    2 weeks ago

    Newark, United States ZAR IT Solutions Full time

    Job DescriptionJob DescriptionJob Overview:The Partner Support Specialist 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...

  • Partner Support Specialist

    Found in: Appcast US C2 - 2 weeks ago

    Newark, United States Synergy Interactive Full time

    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...

  • Partner Support Specialist

    2 weeks ago

    Newark, United States Synergy Interactive Full time

    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...

  • Partner Support Specialist

    Found in: Appcast Linkedin GBL C2 - 3 weeks ago

    Newark, United States Synergy Interactive Full time

    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...

  • Partner Support Specialist

    Found in: Appcast US C2 - 2 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...

  • Partner Support Specialist

    Found in: Appcast Linkedin GBL C2 - 2 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...

  • Tier 2 Partner Support Specialist

    2 weeks ago

    Newark, United States Talenthub Workforce Full time

    Job DescriptionJob DescriptionOur client, a global media company, has an immediate opening for a qualified candidate to join their team. In this job you will play a crucial role in providing Tier 1 and Tier 2 support to users of our Earning Statements Portal (ESP) across global marketplaces.This position requires a blend of technical proficiency, strong...

  • Customer Support Specialist Entertaiment background

    2 weeks ago

    Newark, United States HIGH BRIDGE CONSULTING LLC Full time

    Job DescriptionJob DescriptionOur Client a Tech Giant in the publishing space is looking for an experienced Partner Support Specialist in the Newark, NJ officeJob Overview:The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global client's marketplaces. This...

  • Customer Support Specialist Entertaiment background

    Found in: Talent US C2 - 2 hours ago

    Newark, United States HIGH BRIDGE CONSULTING LLC Full time

    Our Client a Tech Giant in the publishing space is looking for an experienced Partner Support Specialist in the Newark, NJ officeJob Overview:The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global client's marketplaces. This position requires a blend of...

  • Technical Support Specialist

    4 days ago

    Newark, United States Insight Global Full time

    Job DescriptionJob Description Must-haves- Strong communication skills- Strong customer service knowledge and experience- Troubleshooting Windows OS and Office 365, Mobility phone Support (iPhone)- Creating Technical Documentation, Ability to explain technical information to non-technical users-Willingness to go onsite in Newark DE 5X a week Plusses-...