Partner Support Representative

<div><h3>Key Responsibilities</h3></br><ul></br><li></br><p><b>Partner Communication&Relationship Management:</b></p></br><ul></br><li>Serve as the first point of contact for partners seeking assistance with product information, technical issues, or operational queries.</li></br><li>Develop and maintain strong positive relationships with partners through regular communication and support.</li></br><li>Ensure partners are satisfied with their support experience, addressing their concerns in a professional and friendly manner.</li></br></ul></br></li></br><li></br><p><b>Issue Resolution&Troubleshooting:</b></p></br><ul></br><li>Manage partner inquiries related to product functionality, troubleshooting, order status, account management, and other issues.</li></br><li>Troubleshoot and resolve partner technical issues by working with internal teams (e.g., technical support, sales, product).</li></br><li>Collaborate with relevant teams to escalates and resolve complex issues effectively and efficiently.</li></br></ul></br></li></br><li></br><p><b>Partner Onboarding&Training Support:</b></p></br><ul></br><li>Assist with the onboarding process for new partners, ensuring they are equipped with the necessary tools, resources, and information to get started.</li></br><li>Help partners navigate our systems, platforms, and processes to ensure they are using our products/services effectively.</li></br><li>Provide ongoing training and product updates to partners, ensuring they stay informed of new features and best practices.</li></br></ul></br></li></br><li></br><p><b>Account Management Assistance:</b></p></br><ul></br><li>Support partners with account management tasks such as setting up new accounts, managing account settings, and making updates to existing accounts.</li></br><li>Monitor partner accounts to ensure smooth operation and flag any issues that may need attention.</li></br><li>Assist in ensuring that partner agreements and terms are followed and adhered to.</li></br></ul></br></li></br><li></br><p><b>Collaboration with Internal Teams:</b></p></br><ul></br><li>Work closely with sales, product, marketing, and customer support teams to ensure partners receive a seamless experience.</li></br><li>Provide internal teams with feedback from partners, helping to identify areas for improvement in products, services, or processes.</li></br><li>Share partner insights and suggestions to help improve the partner experience and product offerings.</li></br></ul></br></li></br><li></br><p><b>Documentation&Reporting:</b></p></br><ul></br><li>Maintain accurate records of all partner inquiries, issues, and interactions in the CRM system.</li></br><li>Provide regular reports on partner support metrics, including response times, issue resolution, and satisfaction levels.</li></br><li>Track recurring issues or concerns and work with internal teams to implement improvements or preventive measures.</li></br></ul></br></li></br><li></br><p><b>Proactive Partner Engagement:</b></p></br><ul></br><li>Conduct regular check‑ins with partners to identify any potential issues before they become major concerns.</li></br><li>Actively share product updates, promotions, and other relevant information with partners to keep them informed and engaged.</li></br><li>Help partners take advantage of all available tools, resources, and opportunities to maximize their success with the company.</li></br></ul></br></li></br><li></br><p><b>Partner Feedback&Improvement:</b></p></br><ul></br><li>Gather feedback from partners on their experience with the company’s products and services.</li></br><li>Work with internal teams to ensure that feedback is addressed and used to improve the partner experience.</li></br><li>Assist in the development of new support materials, FAQs, and knowledge resources based on partner feedback.</li></br></ul></br></li></br></ul></br><h3>Requirements</h3></br><ul></br><li></br><p><b>Education:</b></p></br><ul></br><li>Bachelor’s degree in Business Communications, Marketing, or a related field (or equivalent work experience).</li></br></ul></br></li></br><li></br><p><b>Experience:</b></p></br><ul></br><li>1‑3 years of experience in customer support, partner management, or a similar role.</li></br><li>Experience in a B2B environment, especially with partner‑facing roles, is highly preferred.</li></br><li>Familiarity with CRM systems (e.g., Salesforce, HubSpot) and partner management tools is a plus.</li></br></ul></br></li></br><li></br><p><b>Skills&Abilities:</b></p></br><ul></br><li>Excellent communication skills, both written and verbal, with the ability to explain complex issues in a clear and simple manner.</li></br><li>Strong problem‑solving skills and the ability to handle challenging partner inquiries with professionalism and patience.</li></br><li>Ability to work independently and prioritize tasks in a fast‑paced dynamic environment.</li></br><li>Strong organizational skills with attention to detail and the ability to track mu