Customer Support Engineer

1. Manage issues & trouble shoot the concerns raised for the Partner Portal on Accounts and Opportunities (Q2C)
2. Resolve partner complaints via phone, email, and conference call with necessary stake holders.
3. Manage shared Partner Mailbox and respond to emails/queries within stipulated timelines.
4. Handle irate partners, console, and convince them to buy more time with internal stakeholders for resolutions.
5. Escalate unresolved issues to the appropriate internal teams.
6. Build positive and productive relationships with the assigned set of partners.
7. Manage Partner Disputes on Opportunities with approval seeking and amend it in the respective systems.
8. Organize and track the Onboarding of newly recruited Partners.
9. Organize Portal Walkthroughs for Onboarded Partners.
10. Coordination with cross-functional teams and getting the issues resolved within TATs.
11. Documenting the issues as Tickets with complete description and follow-up/resolution notes on SNOW
12. Maintaining requested trackers and TAT’s for issues handled
13. Identify portal gaps and flag production/enhancement issues with the concerned stakeholders.
14. Share Usage Enhancement Reports with Partners on monthly basis & handling related queries
15. Share Funnels & Order Booking reports to Partners on Weekly/Monthly basis to keep them updated on their performance.
16. Initiate necessary system amendments for Offboarding / Novated partners.
17. Proactively manage partner issues and analyze the data to enable decision making and smooth functioning of the portal.
18. Maintain Partner Contact database on system and Creation/disablement of User Credentials.
19. Data Quality clean up support as and when required.
20. Manage on the go new activities / projects as requested from the management.
21. Supporting Partner Account Managers and Engagement Managers wherever needed

What we are looking for –

• A graduate with at least a 2-3 years of experience in a customer centric role
• A Quick learner and someone who will be able to handle tight timelines and pressure
• Someone who is Flexible as and when required
• A good communicator – both written and oral. 
• Someone who takes the accountability of assigned responsibilities and gives a 100%
• Must have a strong track-record of hitting and exceeding businesses expectations
• Must have partner and partner front of mind, bringing an outside-in perspective to encouraging cross-collaboration, utilizing diversity, and encouraging open feedback.
• Must be passionate and an open person with strong perseverance & resilience. 
• Must be able to build trust, good working relationships and communicate effectively with your colleagues and across functions.
• Must be able to manage changing priorities with ease