Partner Support Specialist
Partner Support Specialist
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Job Description
Job Title: Partner Support Specialist
Company Overview
We are a missiondriven fastgrowing startup empowering K12 and nonprofit leaders with modern financial software supporting the full ProcuretoPay lifecycle and Budget Planning & Management. Our platform enables our partners to align spending and budgets to their strategic goals maximizing their impact. Currently our platform is utilized by organizations across multiple states in the U.S. and we’re seeking dedicated individuals ready to support our partners in achieving their missions.
Role Overview
The Partner Support Specialist is the primary point of contact for partner support via chat and email ensuring seamless resolution of technical and administrative issues. You’ll handle partner inquiries manage support tickets and assist in initial product setups for new clients. Additionally you’ll have opportunities to take on advanced responsibilities as you grow with the company.
Key Responsibilities
- FirstContact Resolution: Troubleshoot and resolve partner inquiries aiming for a 70% firstcontact resolution rate within the first three months.
- Timely Response: Reply to partner inquiries within 5 minutes for chats and within 3 hours for emails during business hours.
- Ticket Management: Track and manage support tickets using a ticketing system (e.g. Zendesk Freshdesk) ensuring 80% of inquiries are closed within 48 hours.
- Client Onboarding: Assist with initial client setup ensuring a 90% success rate in data syncs for new accounts.
- Vendor Outreach & Admin Support: Support vendor outreach and other administrative tasks as needed.
- Collaboration: Work closely with Partner Success and Product teams to communicate partner needs and provide insights from interactions.
Key Outcomes
- Maintain a 4.5/5 or higher satisfaction rating on support interactions.
- Achieve an 80% ticket closure rate within 48 hours of receiving inquiries.
- Reach a 90% success rate on assigned onboarding tasks.
- Become a product expert on the company’s software suite within 60 days.
Qualifications
- 2 years of experience in technical or software support.
- Strong technical aptitude and problemsolving skills for troubleshooting software issues.
- Familiarity with ticketing systems (e.g. Zendesk Freshdesk) and proven ability to resolve issues efficiently.
- Excellent written and verbal communication skills especially in presenting technical information clearly to nontechnical users.
- Strong attention to detail time management skills and ability to work in a fastpaced environment with multiple priorities.
Preferred Qualifications
- Experience supporting SaaS platforms or software solutions.
- Experience in vendor outreach or administrative roles.
- Background in education or nonprofit sectors is a plus.
Logistical Notes
This position is 100% remote with flexibility on the start date. Availability during U.S. Pacific Time business hours (8 am 5 pm) is required.
Why Join Us
- MissionDriven Work: Collaborate with a team passionate about improving financial processes for K12 and nonprofit organizations.
- Growth Opportunities: Potential for career development as the company expands.
- Remote Flexibility: Join a fully remote team with a flexible start date.
Compensation
- Philippines: $900 $1500 USD per month
- Work Schedule: 8 am 5 pm PST Monday to Friday
Employment Type
Full Time
