Partner Support Associate (Customer Support Representative)

The Partner Support Associate is a vital member of Ansira’s team, providing exceptional customer service and technical support to local partners using our marketing platform. This is a front-line role focused on enabling partners to achieve their marketing objectives and receive the highest standard of service. Associates will develop technology proficiency, troubleshoot platform issues, and drive satisfaction and engagement throughout the partner network.

This position is based in Ansira’s Medellín, Colombia office and requires full-time in-office attendance, with the possibility to transition to a hybrid work arrangement based on performance and tenure. Shifts are 8.5 hours and may be scheduled anytime between 9:00 AM and 8:00 PM. Candidates must be flexible and available for varying shifts within this time frame, including rotating schedules. This role observes the US holiday schedule, but will be compensated for working on weekday Colombian holidays.

Duties/Responsibilities:

• Interact with partners daily to support their use of Ansira’s marketing platform and programs via phone, chat and email
• Achieve and maintain deep proficiency in Ansira technology through regular education and training
• Assist partners with placing orders, enrolling in automated programs, and resolving technical issues
• Manage support tickets using approved systems (e.g., Zendesk/Salesforce): categorize, respond, and follow through on partner requests
• Accurately track time spent on support activities using department tools
• Communicate with team members, leads, managers, and client relationship managers to identify user needs and recommend platform enhancements
• Meet or exceed key departmental performance indicators such as customer satisfaction, response times, and call pick-up rates

Essential Duties and Responsibilities:

• Strong customer service orientation and exceptional oral and written communication skills in English
• Previous experience working with American companies and understanding of U.S. business culture
• Friendly, engaging, and professional personality with the ability to build rapport in writing and speech
• Demonstrated ability to multi-task, problem solve, and apply creativity and resourcefulness
• Confident in handling customer objections and driving successful outcomes
• Quick learner, adaptable to new technologies, systems, and marketing concepts
• Strong organizational and time management skills; able to manage procedural tasks and workflows efficiently
• Effective team player, collaborative and approachable
• Capable of assisting business partners in program enrollment, order placement, and troubleshooting technical issues

Key Competencies:

• Excellent Oral and Written Communications in English
• Judgment/Decision Making
• Resourcefulness/Initiative
• Multi-tasking/Prioritizing
• Stress Management
• Listening
• Customer Focus
• Team Collaboration
• Ability To Work Independently
• Energy and Drive

Education and Experience:

• Associate degree or higher.
• Experience in a customer support role or a related role in American process.
• Marketing/Media familiarity a plus.