Partner Support Specialist

Posted:
9/20/2024, 3:52:38 AM

Location(s):
Colorado, United States ⋅ Loveland, Colorado, United States

Experience Level(s):
Mid Level ⋅ Senior

Field(s):
Customer Success & Support ⋅ Sales & Account Management

Workplace Type:
Hybrid

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 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.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Constant Contact

Website: https://www.constantcontact.com/

Headquarter Location: Waltham, Massachusetts, United States

Employee Count: 5001-10000

Year Founded: 1998

IPO Status: Delisted

Last Funding Type: Private Equity

Industries: Email ⋅ Email Marketing ⋅ Event Management ⋅ Messaging ⋅ Social Media Marketing