Partner Support Representative

• BRIEF STATEMENT OF THE PURPOSE OF THIS POSITION:

Under the direction of the Vice President of Partner Support, the Partner Support Representative is responsible for working closely with the support teams of our Certified Network Partners, which are independent payroll service bureaus, to resolve technical or configuration issues with the iSolved solution on behalf of their end customers. As a functional expert, this individual will provide the troubleshooting skills necessary to resolve critical iSolved functionality issues. This individual will understand and implement the standards and compliance measures of iSolved consistently and will proactively seek opportunities to broaden and deepen knowledge base and proficiencies, share acquired skills with team members through formal and informal channels and encourage development of internal staff.

• PRIMARY RESPONSIBILITIES OF THIS POSITION ARE:

• Understand iSolved solution system configuration.
• Troubleshoot technical or configuration issues for the Network Certified Partners.
• Address configuration questions that are beyond the knowledge of the Network Certified Partner.
• Create and update cases in NetSuite CRM system for Network Certified Partner issues.
• Simultaneously handle several open issues/questions in various stages of resolution.
• Contribute to the evolution and improvement of the customer support process by providing feedback and sharing ideas that will increase customer satisfaction, drive efficiency or enhance our technical capability.
• Ensure that Certified Network Partners are successful by applying skill sets to achieve:
  • Technical success, such as identifying weak points and formulating solutions for the issue. May include review, contact points, gathering of information from other areas.
  • Resolution of complex issues.
• Meet with internal team members to define the current needs of our Partners and how best to service them.
  • The team will meet as needed to
    • Determine topics to share with the Partners.
    • Identify training needs.
    • Prepare for new releases.
    • Create documentation/presentation material for the new releases.
  • Results will allow for regular meetings with the Partners as defined by our team and Partners.

• Collaborate with other iSolved teams to ensure valid Certified Network Partner needs are addressed through a team approach.
• Share the details of new product release items and enhancements with the Partners.
  • Provide documentation to the Partners before the release.
  • If necessary, in detail Web-ex review of the functionality.
• Help develop best practices with the Partner
  • Daily processing and efficient End of Day procedures.
  • Implementation and Support.

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