Partner Support Associate

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. 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.