Partner Support Associate

hace 7 días

Perímetro Urbano Medellín, Colombia Ansira A tiempo completo

Partner Support Associate (Customer Support Representative) The Partner Support Associate is a vital member of Ansira’s team, providing exceptional customer service and technical support to local partners using our marketing platform. This is a front-line role focused on enabling partners to achieve their marketing objectives and receive the highest standard of service. Associates will develop technology proficiency, troubleshoot platform issues, and drive satisfaction and engagement throughout the partner network. Location: Medellín, Colombia. This is a full-time, in-office role with the possibility of transitioning to a hybrid arrangement based on performance and tenure. Shifts are 8.5 hours and run between 9:00 AM and 8:00 PM. Candidates must be flexible and available for varying shifts within this time frame, including rotating schedules. The role observes the US holiday schedule and will be compensated for working on Colombian holidays. Duties / Responsibilities Interact with partners daily to support their use of Ansira’s marketing platform and programs via phone, chat, and email Achieve and maintain deep proficiency in Ansira technology through regular education and training Assist partners with placing orders, enrolling in automated programs, and resolving technical issues Manage support tickets using approved systems (e.g., Zendesk/Salesforce): categorize, respond, and follow through on partner requests Accurately track time spent on support activities using department tools Communicate with team members, leads, managers, and client relationship managers to identify user needs and recommend platform enhancements Meet or exceed key departmental performance indicators such as customer satisfaction, response times, and call pickup rates Essential Duties and Responsibilities Strong customer service orientation and exceptional oral and written communication skills in English Previous experience working with American companies and understanding of U.S. business culture Friendly, engaging, and professional personality with the ability to build rapport in writing and speech Demonstrated ability to multi-task, problem solve, and apply creativity and resourcefulness Confident in handling customer objections and driving successful outcomes Quick learner, adaptable to new technologies, systems, and marketing concepts Strong organizational and time management skills; able to manage procedural tasks and workflows efficiently Effective team player, collaborative and approachable Capable of assisting business partners in program enrollment, order placement, and troubleshooting technical issues Key Competencies Excellent English communication (oral and written) Judgment/Decision Making Resourcefulness/Initiative Multi-tasking/Prioritizing Stress Management Listening Customer Focus Team Collaboration Ability to Work Independently Energy and Drive Education and Experience Associate degree or higher Experience in a customer support role or a related role with experience in American processes Marketing/Media familiarity is a plus Seniority level Entry level Employment type Full-time Job function Other Industries Software Development #J-18808-Ljbffr

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