Partner Support Specialist - Newark, United States - Magnit

Magnit
Magnit
Verified Company
Newark, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
Customer Support

  • Data Analysis
  • Data Management
  • Excellent Communication Skills
  • Metrics
  • Problem-Solving
  • Product Development
  • SOPS
  • Strong Communication Skills
  • Technical Support
  • Description:

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.

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/nonEnglish 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 nontechnical users.
  • Strong problemsolving skills, attention to detail, and a proactive mindset towards customer support.
  • Multilingual preferred.
  • Familiarity with data analysis preferred.
  • QUALIFICATION/ LICENSURE:
-
Work Authorization :Green Card, US Citizen, Other valid work visa
-
Preferred years of experience :3+ Years
-
Travel Required :No travel required
-
Shift timings:Hybrid: Newark, NJ (2 days onsite)

  • Job Location
  • Newark, New Jersey
  • Pay
  • USD USD 52.50 per hour
  • CONTRACT DURATION
  • 9 month(s)
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