Customer Support Specialist Entertaiment background

2 weeks ago

Newark, United States Highbridge 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 office

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 Global client's 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 client'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 Client 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 client'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.

Familiarity with data analysis preferred.

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