Customer Success Associate
6 days ago
N-able Technologies Ltd. is a global software company that turns IT possibilities into capabilities. We partner with technology leaders to support companies around the world with secure infrastructure and tools for navigating their evolving IT needs.
About the Role
The Partner Care Specialist plays a vital role in ensuring our partners receive exceptional support. As a key member of our team, you will own and investigate various cases, resolving them according to established timeline and quality standards.
Your Responsibilities
- Resolve partner cases through various mediums, including phone, email, and live chat, with enthusiasm and accuracy.
- Own assigned cases and understand the requirements needed to resolve them in a timely manner and according to established standards.
- Document all partner interactions in relevant systems thoroughly, helping to maintain accurate partner data.
- Execute processes according to established procedures and in alignment with the Partner Care Quality Framework in each interaction to ensure a consistent high-quality experience.
- Investigate and resolve cases as they arise utilizing creative problem-solving and critical thinking skills.
- Collaborate with other cross-functional teams and departments to resolve partner cases.
- Serve as an advocate for partner needs with internal stakeholders; provide feedback on how we can better serve our partners.
- Utilize online tools to aid investigations and for processes and work procedures (billing tool, SFDC, Confluence, etc.).
What You'll Bring
We're looking for someone with a strong command of the English language, excellent communication skills, and a positive attitude. Experience with CRM systems and reviewing financial information is also essential.
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