Partner Support Specialist
Company: Gtt Llc
Location: Newark
Posted on: May 9, 2024
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Job Description:
Partner Support SpecialistContract Duration 9+ monthsPay rate up
to $52.50/hrJob Overview:The Partner Support Specialist (TEMP) will
play a crucial role in providing tier 1 and tier 2 support to users
of our Earning Statements Portal (ESP) across Global
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 Reactive Support:Address basic inquiries
received via Accounting/Royalties shared mailboxes using
standardized blurbs.Handle requests for mapped log-in emails,
unique security codes (OIDs), and 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 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 Client
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 our client's reputation as a reliable
business partner.TrackingFor 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.Benefits:Medical, Vision, and Dental Insurance Plans401k
Retirement FundAbout The Company:Our client is a company whose
entrepreneurial spirit with a team of pioneers and inventors who
are not afraid to disrupt the status quo and apply an innovative
approach to everything they dofrom revolutionizing an art form to
enacting positive change in the cities and countries in which we
operate. As the largest producer of audiobooks in the world, they
are passionate about well-composed words that are artfully
performed. The companys consistent focus on technological
innovation and superior programming has earned them many millions
of habituated subscribers.The companys People Principles celebrate
who they are and where they have been, and guide the way they work
shoulder to shoulder to enhance the lives of their millions of
customers. They reflect and apply to everyone who works with our
clients. The entrepreneurs and operators, the dreamers and the
doers, those who have worked there for 20 years, and those who have
arrived in the past few weeks and months.#gtthcr#LI-GTTby
Jobble
Keywords: Gtt Llc, Irvington , Partner Support Specialist, Other , Newark, New Jersey
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