As a Partner Network Agent, you will be a resourceful individual who consistently meets and exceeds individual goals and demonstrates a proven capacity to troubleshoot technical issues to resolve quickly. Additionally, the ideal person will consistently maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Primary Duties and Responsibilities:Daily logging, follow-up, and closing service requests in ticketing systemResponsible for manning and responding to inbound email and inbound phone callsParticipate in training programs that reach at least 30 hours per quarterWork quality review via QC Scorecards, as well as phone and ticket review, weeklyConduct monthly one-on-one reviews of individual performance, production scorecards, and quality scorecards. Also, team and division performance review via Towne Hall group meetingsParticipate in projects outside the Partner Network (e.g. CI teams), as assignedPerform additional duties as assignedSkills Required:Strong organizational skillsExcellent written and verbal communication skillsAbility to communicate effectively with internal and external customersProven ability to multi-task and manage timelines and deadlinesPay close attention to detail, accuracy, and completenessDemonstrate strong problem-solving skills, and customer service skillsProficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power PointAbility to learn specialized software programs and navigate company databasesAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situationsAbility to use sound judgement to make good decisions based on information gathered and analyzedEducation and Experience:1+ years of Customer Service Representative experience in a similar industry, required1+ years of technical support experience, preferredHigh school diploma or equivalent
Physical Requirements:Ability to sit and stay focused for long periods of timeVision correctable to 20/20Finger dexterity for keyboarding and computer usage