Partner Support Associate

This position involves extensive contact with end-users via phone, chat, and email, with a focus on client satisfaction. Under direct supervision, the PSA responds to and diagnoses problems through discussion with users, responds to users regarding questions related to local marketing programs, including co-op, media and events, and assists the Partner Support Manager with project workloads.

Must Have

• Answering call center calls for all clients.
• Responding to and processing call center e-mails.
• Resolving basic problems; referring complex issues to managers.
• Helping new users with post-training acclimation.
• Answering calls/emails on co-op and local media/events.
• Trafficking one-off advertising requests.
• Processing client-requested data changes.
• Retrieving and sending files to clients.
• Maintaining call center tickets accurately.
• Interacting with partner services teams for client satisfaction.
• Assisting with user guides, tutorials, and quick tips.
• Providing support on special assignments.
• Providing monthly departmental reporting.

This position involves extensive contact with end-users via phone, chat, and email, with a focus on client satisfaction. Under direct supervision, the PSA responds to and diagnoses problems through discussion with users, responds to users regarding questions related to local marketing programs, including co-op, media and events, and assists the Partner Support Manager with project workloads.

The major focus of the PSA includes:

• Answering call center calls for all clients on multiple web-based applications.
• Responding to and processing call center e-mails.
• Resolving basic problems while referring to more complex problems to Managers, Specialist, or the Client Success Delivery team.
• Helping new users through the post-training learning and acclimation process.
• Answering call center calls and responding to emails from users related to co-op and local media/events programs.
• Trafficking one-off advertising requests according to client specifications.
• Processing data changes requested by the client.
• Retrieving and sending files to clients as needed.
• Maintaining call center tickets, tracking information completely and accurately.
• Interacting with partner services teams’ daily basis to ensure client satisfaction.
• Providing assistance with user guides, tutorials, and quick tips to benefit the client.
• Providing support and assistance on special assignments.
• Providing monthly departmental reporting.

The SR must be flexible and able to accommodate a variety of priorities.