Partner Support Specialist

About the position

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

Responsibilities

• Provide a best in class support experience to our partners and their clients with a focus on efficiently addressing requests and inquiries along with educating and empowering partners.
• Answer questions about Partner Billing, including direct deposit, revenue share, and more.
• Utilize a full suite of internal resources to resolve complex technical and billing issues, including the use of appropriate escalation channels.
• Reliably record and track defects and feature requests and communicate product and partnership concerns that are being shared by our partners and their clients.
• Actively participate in team meetings and development sessions to help you build skills and drive improvements within the team.
• Provide feedback on processes and our product to ensure we are meeting the needs of our customers.
• Demonstrate adaptability and flexibility daily as we support a dynamic and growing customer base.
• Inventory management is a critical component of our support model. Timely and accurate responses to our customers are required.

Requirements

• Dependable: 12+ months in a support or professional services role without corrective action and 80% attendance or better.
• TechSavvy: You know your way around a computer. From surfing the web to troubleshooting your smartphone, you have done it all!
• A People Person: You find it easy to make connections with others and can’t imagine a job without human to human contact.
• Customer Centric: You enjoy delighting the customer and are willing to go above and beyond to do so.
• A Master Multitasker: You’ll be speaking with customers, reviewing their marketing materials, and navigating our knowledge base – all at the same time.
• Detail Oriented: Since we are in a virtual environment, you must demonstrate superior verbal and written communication skills, problem solving skills and flexibility.
• A Team Player: You coordinate with your team and manager(s) to help reach collective goals and directives, ensuring no fellow teammate is left behind.
• Adaptable: You are ready to adapt to an ever-changing part of the business and are ready to take on new challenges as they arise.

Benefits

• Generous paid time off policy.
• Competitive benefits package that supports the health and well-being of you and your family.
• Opportunities to grow your career.
• Work flexibility with a hybrid workforce model.