Partner Support Specialist

Summary

Join Constant Contact as a Partner Support Specialist and provide exceptional support to partners and their clients. You will be responsible for answering questions about partner billing, resolving technical and billing issues, tracking defects and feature requests, and actively participating in team meetings. This role requires strong communication, problem-solving, and multitasking skills, as well as a customer-centric approach. Constant Contact offers a competitive salary, benefits package, and opportunities for professional development.

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

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

Preferred Qualifications

• The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location
• In addition, some roles may be eligible for additional on target commission pay or bonus

Benefits

• The compensation package includes health and welfare benefits including paid leave
• We celebrate one another’s differences
• We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture
• We have programs in place that bring us together on important issues and provide educational opportunities for all employees
• Join the experts
• If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent
• We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups
• You’ll have opportunities to grow your career
• We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce
• Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues