Partner Support Specialist

About Edstruments

Edstruments empowers K12 and nonprofit leaders with modern financial software spanning the Procure-to-Pay lifecycle and Budget Planning & Management. Our platform helps our partners align their spending and budgets to strategic objectives so that they can best achieve their mission. As a fast-growing startup, we add several new partners each month, and our platform is currently in use by organizations across multiple states in the US. We are seeking individuals who are excited to play a critical role in helping our partners achieve their missions.

Role Overview

The Partner Support Specialist will be the first line of defense on chat and email, helping our partners resolve technical and administrative issues, ensuring smooth communication, and troubleshooting challenges. You will manage incoming chats and emails, track tickets, and ensure partner needs are met efficiently. The role also involves vendor outreach, administrative tasks, and product setup for new clients. Over time, you will have opportunities to take on more advanced roles as you grow with the company.

Key Responsibilities

* First-Contact Resolution: Troubleshoot and resolve partner inquiries, ensuring a 70% first-contact resolution rate for partner inquiries. [Within the first 3 months of joining].
* Response Time: Respond to partner inquiries within 5 minutes for chats and 3 hours for emails during your regular business hours. [Ongoing].
* Ticket Management: Track and manage support tickets using a ticketing system (e.g., Zendesk, Freshdesk) to ensure all issues are resolved promptly. Close 90% of inquiries within 48 hours.
* Client Onboarding: Assist with the initial setup of our systems when a new client onboards to ensure successful data syncs with a 90% success rate.
* Vendor Outreach & Admin: Provide support with vendor outreach and administrative tasks, as needed. [Ongoing].
* Collaboration: Work with the Partner Success and Product teams to communicate findings from partner interactions and ensure partner needs are addressed. [Ongoing].

Key Outcomes

* Achieve a 4.5/5 satisfaction rating or higher for partner support interactions (chat/email).
* Close 90% of support tickets within 48 hours of receiving inquiries.
* Ensure 90% success rate for assigned client onboarding tasks.

Must-Have Qualifications

* 2+ years of experience in technical support, software support, or a related role.
* Strong technical aptitude and problem-solving skills, with the ability to learn and troubleshoot software-related issues.
* Experience with ticket tracking systems (e.g., Zendesk, Freshdesk) and a proven ability to resolve customer issues in a timely manner.
* Excellent communication skills, both written and verbal, with the ability to present technical information clearly to non-technical users.
* Strong attention to detail and excellent time management skills.
* Ability to work in a fast-paced environment and manage multiple priorities effectively.

Preferred Qualifications

* Experience in customer support for SaaS platforms or other software solutions.
* Experience in vendor outreach or administrative tasks.
* Background in the education or nonprofit sectors is a plus.

Logistical Notes

This is a 100% remote role with a flexible start date, but availability during US Pacific Time business hours (8 am - 5 pm) is required.

Edstruments does not and will not discriminate on the basis of race, color, religion, gender, gender orientation, gender expression, age, national origin, disability, marital status, sexual orientation, or military status in any of its hiring decisions or other activities.

Why Edstruments?

* Mission-Driven Work: Work with a team passionate about improving financial processes for K12 and nonprofit organizations.
* Growth Opportunities: We offer potential for career advancement and development as the company scales.
* Remote Flexibility: Join a 100% remote team with a flexible start date.