Partner Support Specialist

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!

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!

What you'll do:

• Prioritize supporting our indirect sales Key Account Managers (KAMs) and Partner Account Managers (PAMs) providing support by appointment, email and phone to their accounts
• Provide best in class support experience to our partners and their clients with a focus on educating and empowering
• Work cross functionally with the Knowledge Base team to review, update and expand the Partner FAQ/Knowledge Base used by customers and the Constant Contact Support team
• Partner with the Tier 3 and engineering teams to resolve partner pain points and provide them with important customer feedback
• Resolve significant past due single billing balances in collaborating with the retention and finance
• Monitor and triage the Partner Support case queue with a focus on high priority cases, cases needing immediate transfers and filtering out duplicate or spam cases
• Assist and educate newer partner support agents and our colleagues in indirect sales by monitoring the partner chat rooms.
• Support the Tier 1 escalations skillset and take standard partner support calls a portion of the day

Who you are:

• Dependable: 18+ months as Customer Engagement Specialist / Customer Support Specialist 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

 

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. The compensation package includes health and welfare benefits including paid leave. Pay Transparency - All Full Time Employees$19.42—$24.28 USD

Why You’ll Love Us:

• 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 benef