Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on- boarding partners. It is a service offering to partners as part of the Partner Advantage program.
The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:
The Tier 1 Agent provides high touch support to customer, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources.
Support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable timeframe.
Responding to assigned customer inquiries in a timely and professional manner
Work together with our Partners to provide high-quality support through different channels
Follow communication procedures, guidelines and policies
Proactively liaise with cross-functional departments to obtain information and solutions
Report errors, improvements and feedback provided by our Partners
Liaising between the Partner and internal teams via various methods (email and videoconference)
Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines
Assisting with challenging Partner requests or highly escalated cases
Develop deep knowledge of our products
Meet and exceed personal/customer service team targets
Able to troubleshoot issues independently
Able to apply the knowledge in the documented SOP to make decision on what the root cause