Partner Support Representative

Partner Communication & Relationship Management:

• Serve as the first point of contact for partners seeking assistance with product information technical issues or operational queries.

• Develop and maintain strong positive relationships with partners through regular communication and support.

• Ensure partners are satisfied with their support experience addressing their concerns in a professional and friendly manner.

Issue Resolution & Troubleshooting:

• Manage partner inquiries related to product functionality troubleshooting order status account management and other issues.

• Troubleshoot and resolve partner technical issues by working with internal teams (e.g. technical support sales product).

• Collaborate with relevant teams to escalate and resolve complex issues effectively and efficiently.

Partner Onboarding & Training Support:

• Assist with the onboarding process for new partners ensuring they are equipped with the necessary tools resources and information to get started.

• Help partners navigate our systems platforms and processes to ensure they are using our products/services effectively.

• Provide ongoing training and product updates to partners ensuring they stay informed of new features and best practices.

Account Management Assistance:

• Support partners with account management tasks such as setting up new accounts managing account settings and making updates to existing accounts.

• Monitor partner accounts to ensure smooth operation and flag any issues that may need attention.

• Assist in ensuring that partner agreements and terms are followed and adhered to.

Collaboration with Internal Teams:

• Work closely with sales product marketing and customer support teams to ensure partners receive a seamless experience.

• Provide internal teams with feedback from partners helping to identify areas for improvement in products services or processes.

• Share partner insights and suggestions to help improve the partner experience and product offerings.

Documentation & Reporting:

• Maintain accurate records of all partner inquiries issues and interactions in the CRM system.

• Provide regular reports on partner support metrics including response times issue resolution and satisfaction levels.

• Track recurring issues or concerns and work with internal teams to implement improvements or preventative measures.

Proactive Partner Engagement:

• Conduct regular check-ins with partners to identify any potential issues before they become major concerns.

• Actively share product updates promotions and other relevant information with partners to keep them informed and engaged.

• Help partners take advantage of all available tools resources and opportunities to maximize their success with the company.

Partner Feedback & Improvement:

• Gather feedback from partners on their experience with the companys products and services.

• Work with internal teams to ensure that feedback is addressed and used to improve the partner experience.

• Assist in the development of new support materials FAQs and knowledge resources based on partner feedback.

Education:

• Bachelors degree in Business Communications Marketing or a related field (or equivalent work experience).

Experience:

• 1-3 years of experience in customer support partner management or a similar role.

• Experience in a B2B environment especially with partner-facing roles is highly preferred.

• Familiarity with CRM systems (e.g. Salesforce HubSpot) and partner management tools is a plus.

Skills & Abilities:

• Excellent communication skills both written and verbal with the ability to explain complex issues in a clear and simple manner.

• Strong problem-solving skills and the ability to handle challenging partner inquiries with professionalism and patience.

• Ability to work independently and prioritize tasks in a fast-paced dynamic environment.

• Strong organizational skills with attention to detail and the ability to track multiple requests and follow-up.

• Ability to collaborate effectively with cross-functional teams.

Technical Proficiency:

• Proficient in Microsoft Office Suite (Excel PowerPoint Word) and Google Suite.

• Familiarity with helpdesk software and CRM platforms (e.g. Zendesk Salesforce) is a plus.

• Basic technical troubleshooting skills with the ability to work closely with technical teams when needed.

Experience working in a SaaS IT or technology-related environment.

Ability to speak multiple languages (depending on the region or global partner network).

Knowledge of the companys industry products and services is a plus.

Previous experience working in a partner-facing or account management role is a plus.