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.

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.