What are the responsibilities and job description for the Partner Operations Analyst position at Violet Ink LLC?
Job Description
Job Description
Position : Partner Operations Analyst
Location : San Francisco (Heredia), Costa Rica -The role is considered Hybrid and will be a mix of working from a local office and remote depending on your preferences and the arrangements determined with your future manager. You will be expected to live within a reasonable non-daily commute of the office.
Why will you enjoy this new opportunity?
We are looking for Analyst in our Partner operations support team and will be responsible for managing stakeholder's (Partners, Distributors, Program Owners) requests & expectations when it comes to L1 and L 2 support for partner organization.
- Process requests in SFDC that caters to partner requirements / concerns with highest quality maintaining the SLA's
- Handling priorities / escalations without dependency
- Act as the Subject Matter Expert (SME) / Be a POC for all critical decision making on Partner support processes / implementation of new processes / changes to the existing processes / M&A's
- Participate actively / drive steady improvements and automation of current processes / systems / procedures with a focus to drive operational efficiencies
- Must be ready to take calls / support chats to provide quality resolutions to our customers / partners
- Handle end-to-end case management / P0 management / identify potential escalations & address it on timely manner
- Willingness to support PST hours on a rotational basis (10PM-7AM)
- Proactive measures to avoid escalations
- Create and participate in creating documentation
- Perform other ad hoc tasks as per business requirements and managements request
