Partner Support Specialist (TEMP)
The Partner Support Specialist (TEMP) will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global marketplaces. This position requires a blend of technical proficiency, strong communication skills, proactive problem-solving abilities, and a commitment to delivering exceptional customer support. This will be a hybrid role aligning with team support.
Key Responsibilities:
Tier 1 Reactive Support:
- Address basic inquiries received via Accounting/Royalties shared mailboxes using standardized blurbs.
- Handle requests for mapped log-in emails, unique security codes (OIDs), general questions about statement formatting, navigation of ESP, and timing of statement availability.
Tier 2 Reactive Support:
- Utilize internal platforms to deep dive into technical issues and provide customized assistance to ESP users.
- Escalate technical issues to FinTech stakeholders via SIM ticketing and financial errors/non-English inquiries to the appropriate Royalties stakeholders.
- Track and resolve escalation tickets in a timely manner and provide updates to partners regarding longer resolution times.
- Conduct custom troubleshooting, including screen share walkthroughs and phone support as needed.
Proactive Support:
- Reach out to partners who have not yet signed into ESP and offer onboarding assistance.
- Collaborate with global royalty members to identify ESP pain points and provide feedback for product development/enhancements.
- Adapt internal updates and communications from Product and FinTech into reactive response blurbs for new development rollouts and novel issues.
- Maintain global ESP support metrics/data and suggest improvements to enhance the ESP experience.
- Establish SOPs for newly discovered recurring issues and collaborate with global Royalties teammates and other departments to escalate and resolve issues promptly.
- Provide speedy responses to basic ESP/statement inquiries and contribute to enhancing our client's reputation as a reliable business partner.
Tracking
- For all Reactive and Proactive requests, maintain metrics around supplier name, contact date/time, issue encountered, resolution date/time, etc.
- Using gathered metrics, suggest improvements to enhance the ESP experience.
- Prepare regular reports status of ESP login rate and issues encountered.
Qualifications:
- Previous experience in technical support or customer service roles, preferably within the digital publishing or entertainment industry.
- Proficiency in Microsoft Excel and data management.
- Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving skills, attention to detail, and a proactive mindset towards customer support.
- Multi-lingual preferred.
- Familiarity with data analysis preferred.
