Partner Experience Specialist

Partner Experience Specialist

Location: Taguig City, Phillippines

The Partner Experience Specialist is accountable for delivering world class service to NICE Partners. We are committed to exceeding partners' expectations thereby creating a trusting and loyal relationship. This position is responsible for building relationships with new and existing partners by being attentive to their immediate needs, proposing enhancements to product and/or services, and leveraging appropriate company resources to resolve issues. In addition, this position may assist partners/agents with their customers' accounts, setting up individual product and services, and instructing customers on the functionality of the services ordered.
This position is the internal partner advocate and, as such, is responsible to identify internal partner pain points and works diligently to eliminate them.
Partner interaction is performed primarily over the phone, email, and/or via Webex, with occasional face-to-face meetings as warranted. The Partner Success Advisor will work both independently and in conjunction with the NICE Partner Success Managers by providing them with the internal support necessary to drive partner longevity and systematic growth.
As a Partner Experience Specialist, a Typical Day Might Include the Following:

• Maintain a working knowledge of all NICE products/services and industry trends through self-education and NICE resources.
• Assist in identifying partner needs by maintaining a trusted relationship and understanding the partners' business.
• Communicate with the partner on tasks and completion times.
• Take inbound calls, reports, chats, emails and cases submitted directly by partner or other departments and identify proper course of action through basic triage.
• Ensure that all calls, emails, and chat are answered in a timely manner and target queue levels are maintained.
• Assist partner by providing support, and being proactive to ensure partner satisfaction.
• Assist in tracking new orders, validate provisioning, complete test calls, and submit billing activation cases.
• Update and distribute reports for partners and inernal stakeholders.
• Perform tracking and resolution of partner "issue log" items.
• Run daily spot-check of reports (dashboard) for open case that are out of SLA and escalate as necessay
• Place order or provision services (1+, Toll free, VoIP, ITFS, UIFN, DID, etc), test service to ensure completion.
• Contact customers and Partners to resolve discrepancies in paperwork information, questions or clarifications.
• Assist with basic billing inquiries, including credits and disputes, and assisting with payment options.
• Attend meetings and trainings as required.
• Manage competing priorities well.
• Position could have up to 20% travel.
• Occasionally on-call after hours.

To Land This Gig You'll Need:

• Associate’s degree in related field or equivalent work experience required. ​3-5 years dedicated customer or partner service experience
• 2+ years applicable customer or partner service support within the contact center industry
• Demonstrated success working in fast-paced environment while meeting customer/partner time constraints
• Demonstrated project management skills
• Demonstrated success negotiating and up selling product and service offerings
• Demonstrated problem solving proficiency
• Basic knowledge of premise based equipment and functionality (PBXs and Circuits)
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
• Has conceptual understanding of troubleshooting logs and network diagrams
• Excellent decision-making skills
• Strong oral and written communication skills