Partner Support Associate

1 Month ago • All levels

Job Summary

Job Description

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.

Job Details

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.

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About The Company

Ansira is the leading marketing platform for brands that operate in distributed ecosystems. By orchestrating the entire brand-to-local value chain, Ansira synchronizes global companies’ internal and external teams across channels, markets and regions. Ansira leverages AI-powered technology, vertical expertise, local insights and strategic partnerships to optimize marketing performance and empower partner growth at scale.

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