Partner Support Specialist Tier 1

Florida
Miramar
Position Type
Regular Full-Time

Overview

Come Be Apart

 

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

 

The Partner Support Specialist Tier 1 is a highly committed customer service professional who is knowledgeable of call center operations, data entry, and handling incoming chats. As a Partner Support Specialist, you will interact with external vendors via a chat environment assisting with resolving inquiries and driving vendor satisfaction.

Responsibilities

  • Provide first level contact and support for incoming queries and issues
  • Facilitate resolution of both chat and ticket issues within SLA while maintaining an appropriate balance between vendor and company advocacy
  • Answer and assist two + concurrent incoming chats within the defined SLAs
  • Utilize department tools and resources to communicate Arise policies, procedures and expectations
  • Coordinate and partner with other departments to determine resolutions for vendor issues
  • Meet department KPIs including but not limited to NPS, Call Quality and AHT
  • Use statistical data to develop recommendations for process improvements
  • Tasks include handling escalations, resolving grievances and settling vendor disputes for assigned client programs
  • Stay current with changing policies, procedures, tools and company updates
  • Perform other duties as assigned

Qualifications

  • Knowledge of principles and processes for providing customer service. This includes meeting quality standards for services, and evaluation of customer satisfaction.
  • Excellent written and verbal communications skills
  • Knowledge of Excel and using pivot tables
  • Ability to type 40wpm
  • Advanced troubleshooting and multi-tasking skills
  • Strong decision making and problem solving skills
  • Ability to retain the detailed information needed to solve complex problems
  • Excellent presentation, communication and interpersonal skills.
  • Able to establish and maintain healthy working relationships with people in course of work
  • Flexibility in work schedule to meet business needs
  • Ability to work both onsite and remotely as needed
  • Excellent time management and organizational skills

 

Additional Information:

  • Full Time Opportunity
  • Generally 8-5pm M-F with some evenings/weekends

Competitive Compensation and Benefits which include:

 

• Health/ Dental/ Vision/ Flex Spending Benefits
• 401k, Retirement
• Great PTO and Holiday Plan!
• Maternity/ Paternity Paid Leave
• Life and Disability Insurance
• Tuition Reimbursement
• Great Place to Work!

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.


Achieve your potential at Arise.


Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

Next Steps

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