Partner Support Specialist

Key Responsibilities

- Troubleshoot and resolve partner inquiries, ensuring a 70% first-contact resolution rate within the first 3 months of joining.
- Respond to partner inquiries within 5 minutes for chats and 3 hours for emails during regular business hours.
- Track and manage support tickets using a ticketing system (e.g., Zendesk, Freshdesk) to ensure all issues are resolved promptly.
- Close 90% of inquiries within 48 hours.
- Assist with the initial setup of our systems when a new client onboards to ensure successful data syncs with a 90% success rate.
- Provide support with vendor outreach and administrative tasks, as needed.
- Work with the Partner Success and Product teams to communicate findings from partner interactions and ensure partner needs are addressed.

Key Outcomes

- Achieve a 4.5/5 satisfaction rating or higher for partner support interactions (chat/email).
- Close 90% of support tickets within 48 hours of receiving inquiries.
- Ensure 90% success rate for assigned client onboarding tasks.

Location: Remote - Brazil, Mexico, Argentina, Dominican Republic

Skills required for this job:

• Candidate relationship management (CRM)
• Data analysis
• Freshdesk
• Technical troubleshooting
• Technology support
• Zendesk