Partner Care Specialist

Overview

The Partner Care Specialist is responsible for overseeing the customer experience from onboarding through ongoing support. This role primarily supports partners and customers in the United States and requires proficiency in reading, writing, and speaking English.

 

As a key liaison between Q-SYS and its partners and customers, the Partner Care Specialist delivers exceptional service to both internal teams and external stakeholders. Responsibilities include managing quotes and orders with accuracy and timeliness, responding to inquiries with enthusiasm and professionalism, and applying a high level of expertise and knowledge to resolve issues effectively.

 

The ideal candidate is capable of managing multiple priorities in a dynamic, fast-paced environment. As a customer advocate and trusted resource, the Partner Care Specialist is committed to building strong, collaborative relationships with the Sales team, partners, and clients to support shared success.

 

Base Pay Range: $54,000 -- $74,000We will be accepting applications until a final candidate is identified. The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans and generous time off.  QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS™ software-based audio, video and control Ecosystem. By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more. Q-SYS is a cloud-manageable audio, video and control (AV&C) Platform built around a modern, standards-based IT architecture. With established solutions across Corporate, Education, Hospitality, Venues & Events, Cinema, Government, Healthcare, and Transportation, Q-SYS redefines what is possible for live and virtual experiences by uniting hardware and software partners, developers, and creators. QSC Pro Audio delivers high-performance loudspeakers, digital mixers, power amplifiers, software and accessories. Our innovative products and solutions, supported with free training & education and unparalleled customer service, set the stage for creators, performers, and entertainment providers to confidently deliver impactful experiences for their audiences.

Responsibilities

Customer Support – General Requirements

• Monitor and manage email and case queues consistently. Acknowledge and follow up on all outstanding issues within the same business day. Aim to resolve issues independently and minimize escalations to the Sales team.
• Provide coverage on the call queue as assigned. Return calls from Sales team members and customers within the same business day, even if a resolution is not yet available. When possible, support the team outside of scheduled queue times, especially during periods of high call volume.
• Consistently meet service level standards for partners and customers enrolled in loyalty programs or belonging to higher-tier accounts (e.g., Premier, Preferred, Enterprise, and Higher Education).
• Maintain accurate customer records in Oracle and Salesforce, including ship-to addresses, office locations, contact details, shipping methods, and other relevant data.
• Collaborate directly with partners and customers to meet Purchase Order requirements and ensure compliance with documentation standards. Accurately identify products and services by item number/name, pricing, availability, replacement options, sub-parts (service parts), and respond to requests for tracking numbers, invoices, credits, RMAs, and more.

 

Order Management

• Proactively manage backlog by reviewing and resolving exceptions in a timely manner, such as items or orders requiring