Partner Support Specialist
3 weeks ago
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 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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