Enterprise Partner Support Specialist

7 days ago


Taguig, National Capital Region, Philippines ETeam PH Full time

About the Role

We are seeking a highly skilled and experienced Partner Escalation Specialist to join our team at ETeam PH. As a key member of our partner success team, you will be responsible for providing operational support to client Solution Partners, responding to ticket escalations, and maintaining their Standard Operating Procedures.

Key Responsibilities:

  • Support client Solution Partners with their client partnership
  • 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 client's Standard Operating Procedure for their Q2C and other systems/processes
  • Document feedback on escalations and issues that impact partner's experience with client, to improve on these areas as a business
  • Support the systems aspects of the onboarding of new partners
  • Support partners with operational queries on programs and platforms and guiding them to enablement content
  • Help partners comply with client rules and standards

Requirements:

  • 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


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