Network Partner Support Specialist

iSolved HCM is a leading human capital management (HCM) SaaS technology company delivering key workforce functions within one robust, easy-to-use platform.   iSolved HCM helps customers manage all their mission-critical people functions including payroll, HR, time & attendance, benefits, hire and onboarding from a single application. The iSolved HCM platform is a proven winner evidenced by its rapid adoption in the SMB market with more than 145,000 customers and growing user base of 5 million. For more information, visit www.isolvedhcm.com. 

The iSolved Network is the fastest growing business within iSolved with over 100 Certified Network Partners across the United States and nearly 2 million end users.  Network partners represent our company's most strategic set of accounts and are significant drivers of growth.   

PRIMARY RESPONSIBILITIES OF THIS POSITION

The Partner Support Specialist is responsible for the following:

• Understand iSolved platform system configuration for both service bureaus and PEOs.
• Troubleshoot technical or configuration issues for the Certified Network Partners (CNPs).
• Address technical questions that are beyond the knowledge of the CNPs.
• Address CNP cases as they are assigned in NetSuite CRM system for issues to determine priority, resolution and possible escalation to other iSolved teams.
• Simultaneously handle several open issues/questions in various stages of resolution and ensure caseload is handled in a timely basis to provide the CNP with a positive support experience.
• Contribute to the evolution and improvement of the partner support process by providing feedback and sharing ideas that will increase partner satisfaction, drive efficiency and enhance our technical capability.
• Ensure that CNPs are successful by applying skill sets to achieve:
  • Technical success, such as identifying weak points and formulating solutions for the issue.  May include in depth review and gathering of information from other areas as needed.
  • Resolution of complex issues and providing concise documentation to the partner of the resolution.
  • Assist CNPs with new product release items and enhancements which may include documentation of case resolution as well as phone calls to resolve issues and establish best practices as needed
• Meet with internal team members to define the current needs of our CNPs and how best to service them.
• The team will meet as needed to
  • Determine topics to share with CNPs via the partner support channel
  • Identify training needs to address in CNP webinars as appropriate
  • Prepare for new releases
• Collaborate with other iSolved teams as needed for educational opportunities to ensure CNPs are getting the most up to date information related to the iSolved platform

EDUCATION AND EXPERIENCE NEEDED FOR THIS POSITION

• 4 year degree or equivalent business experience
• 2+ years customer success or account management experience in a SaaS or software company is preferred.
• Experience in the HCM industry/PEO industry is a plus but not a requirement
• Proven track record of working in a customer facing role

SKILLS AND QUALIFICATIONS REQUIRED FOR THIS POSITION

• Experience working with, and managing stakeholders and customers
• A high level of accuracy and attention to detail is required
• Excellent presentation, written communication and interpersonal skills
• Flexible approach, ability to adapt quickly and operate effectively within a dynamic, growth-oriented company
• Driven, self-motivated, enthusiastic, with a "can do" and "go the extra mile" attitude
• Experience working with basic office and sales related applications such as Microsoft Office

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Normal working conditions require normal to close concentration, visual attention and manual dexterity. Lifting requirements less than 10 pounds.  Moderate noise.

DISCLAIMER:

The lists under Essential Functions and Additional Responsibilities are not exhaustive but are merely the most accurate lists for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

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