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    Partner Support Specialist - Newark, United States - ZAR IT Solutions

    ZAR IT Solutions
    ZAR IT Solutions Newark, United States

    1 week ago

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    Description

    Job Description

    Job DescriptionJob Overview:

    The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global Client 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 ReactiveSupport:
    • 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 Client 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 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.

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