Job#: 3038384

Job Description:

Location: Remote

This role serves as a critical feedback loop within the support model, resolving escalated partner issues while identifying patterns for system improvement. The Partner Support Specialist will address issues with quality and pace, ensuring that learnings are fed back into the system to prevent future manual escalations. The position is central to spotting trends, flagging automation opportunities, and surfacing policy gaps.

• Resolve human-escalated partner issues related to onboarding, portal access, tier status, incentive claims, and program mechanics within defined service levels.
• Manage the daily partner support queue, triaging tickets and routing issues to the appropriate internal teams such as Partner Success, Legal, or Deal Desk.
• Identify and tag recurring issues by root cause, providing weekly reports on patterns that are candidates for automation or self-service solutions.
• Maintain and expand the self-serve knowledge base, ensuring resolutions are documented for FAQs and support agent reference.
• Act as an early warning system by flagging data and access issues, such as incorrect partner tier or status, to prevent widespread problems.
• Collaborate with Partner Marketing to create proactive communications for widespread issues.

Candidates should possess two to four years of experience in B2B support, partner operations, or customer operations, including management of a support queue and adherence to quality standards. This role requires clear and rapid written communication skills. The ability to recognize patterns, investigate recurring issues, and maintain a professional tone with partners is necessary.

• Experience with Salesforce Service Cloud, Zendesk, Intercom, or similar platforms.
• Prior exposure to partner or channel programs, including resellers, SIs, or ISVs.
• Proficiency in a second language may be beneficial as the role expands regionally.
• Experience contributing to a knowledge base, help center, or FAQ corpus.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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