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Partner Support Specialist I



Customer Service
Orlando, FL, USA
Posted on Friday, July 5, 2024
Job Type

In the role of Partner Support Specialist, you’ll work directly with our ISV Partners to support their payments integration with Stax. Stax partners with a wide array of software companies across many different industries, to enable payment acceptance within their platforms. In this role, you’ll provide a white glove support experience for your counterparts at our Partner companies.

While much of your day-to-day will consist of customer service and technical troubleshooting, you’ll be a true Partner-facing problem-solver. Partners will rely on you to aid them in offering top tier customer support and issue resolution, while equipping them with the tools and critical knowledge to level up their own support efforts. Common types of support include funding research, statement assistance, merchant account updates, and technical matters related to terminals and integrated functionality.

You’ll have endless opportunities to level up your own knowledge, both within the payments ecosystem and across industries like healthcare, field services, legal, accounting, ecommerce, and much more.

Key Responsibilities & Objectives

  • Work closely with your team and internal stakeholders to enhance Partners’ support experience, including Partner Support, Engineering, Account Management, Growth Management, and Merchant Advocate teams
  • Closely monitor and manage a ticketing queue
  • Respond to Partner support requests within prescribed SLAs
  • Communicate with Partners to gather clarifying details and context around complex matters
  • Proactively provide regular updates to Partners and Partner-facing teams until matters are resolved
  • Creatively identify and execute workarounds and resolutions to technical matters, escalating when necessary
  • Differentiate between, and diagnose, hardware and software solutions
  • Explain complex technical issues in easy-to-understand terms
  • Diligently maintain backlog, internal reports, CRM accuracy, and overall organization
  • Coordinate troubleshooting efforts across multiple 3rd party vendors in the Partners’ or customers’ tech stack, providing end-to-end troubleshooting
  • Work directly with Technical Support Engineer on escalated matters
  • Provide ongoing feedback to internal teams to help identify trends for potential process and experience enhancements
  • Special projects as assigned
  • 2+ years customer service or account management experience
  • Unshaking attention to detail
  • Excellent communication skills, across all mediums (email, phone, chat, etc.)
  • Ability to build strong bonds with your direct team, internal stakeholders, and Partner contacts
  • Strong customer empathy and the ability to de-escalate emotional situations
  • Excellent email etiquette
  • Ability to work under pressure, in fast-paced environment, while prioritizing workload
  • Standard proficiency with worksuite software such as Microsoft Office and Google Workspace
  • Solution-oriented, with the ability to think strategically and creatively while making decisions
  • Strong work ethic, with a team-first mentality
  • Coachable and able to take direction and feedback well, yet forward-thinking and willing to challenge the status quo
  • Strong desire to grow, learn, and contribute to an ever-evolving organization