Partner Support Specialist

Job Description

Company s Partner Support team is the first line of support for Company s proprietary applications, working with customers program administrators, stakeholders, and internal customers. Partner Support Specialist responsibilities include program administrator systems training, program administrator assistance, and responsibility for delivery of minor system configuration and content changes. The Partner Support Specialist works on a team of support professionals and has individual responsibilities for application systems support of Company s Partner.Provide support to internal and external customers on all aspects of Company s proprietary applications (functions include: campaign set up, system generated e mails, system reporting, user data management, and customization) Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.Coordinate and manage requests related to the use of Company s customer facing systems. These requests span from general how to questions to in depth discussions of how to properly configure the system for a customer s goals related to the use of Company s solutions.Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer. Escalate issues related to capabilities where appropriate.Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of Company s systems.Maintain quality levels for all work related to customers requests.Ensure there is an ongoing dialog between Company and each customer with whom the Partner Assistance Center team member is working.Collaborate with Peers to discuss unique solutions.Perform other duties as assigned.Job qualifications & Professional skillsGeneral understanding of technical issues necessary to support and route issues to other Company s Support Specialist tiers.Ability to review a customer request, and apply the necessary analytical skills to ensure successful delivery of the end product.Concise writing and communication style, accurately capturing information and disseminating to stakeholders in a professional manner.Familiarity with basic and frequently used HTML formatting.This position requires excellent task management skills, as well as advanced grammar skills.The individual filling this position must project a positive attitude about the work environment, and the company.This role will involve direct customer contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.An ability to consistently spot and report issues before they reach a point of becoming critical.A desire to constantly examine issues, looking for the opportunity to improve processes and/ or technology.Must have an inherent attention to detail.An emphasis on strategic thinking is crucial. When faced with day to day tactical issues, methods are identified to mitigate the effect of tactical issues.A clear understanding of the ASP (Application Service Provider) model, and its implications.Mastery in English speaking and written communication.,

Keyskills :
sql ustomercontact datamanagement financialservices systemconfiguratio professionalmanner applicationservices strategicthinking analyticalskills partnersupport reportingsystems managementskills plsql