What are the responsibilities and job description for the Partner Solutions Specialist position at StrongMind?
Position Summary: The Partner Support Specialist is responsible for providing front line technical support and customer service to inbound/outbound calls and chats. In this role, you will provide troubleshooting steps to families with the goal of resolving the issue during the first call. While in this role you will be responsible for collaborating and communicating with the Tier 2 Support Associate to escalate tickets to our internal teams for further investigations.
Primary Duties and Responsibilities:
•Provide front line technical support to parents, students, and faculty through phone, chat and tickets.
•Partner with Tier 2 Support with any tickets that require escalation to our internal teams.
•Ensure accurate and timely service, respond quickly and proactively to customer requests.
•Maintain individual and team service quality goals.
•Assist with departmental needs as needed.
Skills, Abilities, and Expectations:
•The ability to communicate clearly and professionally in written and verbal form.
•Maintain a high level of customer service with internal and external customers.
•Excellent phone etiquette in a call center environment
•Coachable and teachable attitude
•Goal and detailed-oriented
•Dependable and strong work ethic
•Ability to navigate multiple software applications.
•Spanish speaking a plus
Education/Training Required:
•High school diploma or higher
•Well-versed in technical support
•Experienced in a call center environment.
•Have the desire and willingness to grow.
Environmental Conditions:
•Partially enclosed office workspace
•Collaborative office environment
The company will provide equal consideration to all qualified applicants for employment without regard of race, religion, color, sex, gender, national origin, age, veteran status, marital status, or disability protected by law.
