Partner Escalation Specialist SME

3 weeks ago

Taguig, National Capital Region, Philippines Eteam Workforce Private Corporation Full time
Partner Escalation Specialist

WFH set up (equipment provided)

Salary Offer: Php50,000 - Php60,000

Time zones covered: Asia, America, Europe

9PM - 5AM Manila Time - for coverage of the Americas region

3PM - 11PM Manila Time - for coverage of Europe & India

12PM - 8PM Manila Time - for coverage of APAC & Europe

Hours may slightly vary based on daylight savings and zone requirements

Work Experience:

Minimum 2 years, operations

Process improvements, escalations and/or customer service in an enterprise capacity

Individuals must have strong problem-solving skills and a proactive and autonomous approach to their role.

We are looking for a Partner Escalation Specialist who will support and improve the operation. The Solution Partners are mostly consulting companies and/or software resellers delivering sales and/or delivery support of software for end-customers.

In this role, you will focus on a selected cohort of partners and support them by providing operational support, responding to ticket escalations and keeping track of outstanding questions or issues.

This requires you to have strong organizational and communication skills, a knack for problem solving and a sense of urgency to ensure our partners' escalations are managed in a timely manner. You work closely together with partner managers and other internal Atlassian stakeholders, including our support and commerce teams. We play as a Team and care deeply about the success of our partners and customers, you will have a key role to support meeting our partners expectations and improving their experience.

In this role, you'll get to:

- Manage and respond to incoming questions, tickets and quotes in the territory for managed partners (white glove), and unmanaged partners (at scale).

- Document and maintain Atlassian's Standard Operating Procedure for our Q2C and other systems/processes

- Document feedback on escalations and issues that impact our partner's experience with Atlassian, to improve on these areas as a business

- Support the systems aspects of the onboarding of new partners (to come)

- Support partners with operational queries on programs and platforms and guiding them to enablement content. This will be a 'guide partners to self-serve' motion and will include:

- Guidance to enablement & other content

- Assistance navigating our commerce platform

- General program queries that do not require a pre-existing ticket motion

- EG: PPC, Deal Registration

- Help partners comply with Atlassian rules and standards

This role is for someone who is:

- Fast learner with a desire to develop skills to tackle new tasks

- Confident with operating at scale, handling many requests at a time

- Pro-active to breakdown and de-risk issues and challenges

- Fluent in English with excellent communication skills

- Productive and collaborative in a high-tech work environment

More about the team

This position reports to the Global Partner Escalation Desk Leader and works closely with Partner Managers and Partners. The partner team is tasked with recruitment, enablement and go-to-market with partners representing Americas, EMEA and APAC. As an important player in the team, you will be working with over 100 channel partners and ensuring that our program supports their businesses. We are highly focused on partner satisfaction and success, when we consistently meet our partners expectations you will be doing a successful job.

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