Tier 2 Partner Support Specialist

Our client, a global media company, has an immediate opening for a qualified candidate to join their team. In this job you will play a crucial role in providing Tier 1 and Tier 2 support to users of our Earning Statements Portal (ESP) across global marketplaces.

This position requires a blend of technical proficiency, strong communication skills, proactive problem-solving abilities, and a commitment to delivering exceptional customer support.

Onsite in Newark NJ 2 days onsite, 3 days remote.

Pay- $52.00 per hour.

Contract- 9 months.

Monday-Friday 9:00am-5:00pm

Key Responsibilities:

Tier 1 Reactive Support:

• Address basic inquiries received via Accounting/Royalties shared mailboxes using standardized blurbs.
• Handle requests for mapped log-in emails, unique security codes (OIDs), general questions about statement formatting, navigation of ESP, and timing of statement availability.

Tier 2 Reactive Support:

• Utilize internal platforms to deep dive into technical issues and provide customized assistance to ESP users.
• Escalate technical issues to FinTech stakeholders via SIM ticketing and financial errors/non-English inquiries to the appropriate Royalties stakeholders.
• Track and resolve escalation tickets in a timely manner and provide updates to partners regarding longer resolution times.
• Conduct custom troubleshooting, including screen share walkthroughs and phone support as needed.

Proactive Support:

• Reach out to partners who have not yet signed into ESP and offer onboarding assistance.
• Collaborate with global royalty members to identify ESP pain points and provide feedback for product development/enhancements.
• Adapt internal updates and communications from Product and FinTech into reactive response blurbs for new development rollouts and novel issues.
• Maintain global ESP support metrics/data and suggest improvements to enhance the ESP experience.
• Establish SOPs for newly discovered recurring issues and collaborate with global Royalties teammates and other departments to escalate and resolve issues promptly.
• Provide speedy responses to basic ESP/statement inquiries and contribute to enhancing the reputation as a reliable business partner.

Tracking

• For all Reactive and Proactive requests, maintain metrics around supplier name, contact date/time, issue encountered, resolution date/time, etc.
• Using gathered metrics, suggest improvements to enhance the ESP experience.
• Prepare regular reports status of ESP login rate and issues encountered.

Qualifications:

• Previous experience in technical support or customer service roles, preferably within the digital publishing or entertainment industry.
• Proficiency in Microsoft Excel and data management.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving skills, attention to detail, and a proactive mindset towards customer support.
• Fluent in French preferred.
• Familiarity with data analysis preferred.