Role Summary:

As a Partner Support Advisor you will act as the first point of contact for our customers by answering their queries through phone, chat and email. You will be responsible for resolving a wide variety of customer issues and educating them to resolve issues themselves. 

Tasks and responsibilities

• Serves customers by providing product and service information and resolving product and service problems.
• Promptly respond to customer questions submitted via email, chat, phone or any other channels.
• Builds and maintains business relationships with our internal and external customers by providing prompt and accurate service so as to promote customer loyalty and retention.
• Ensures performance goals are being met consistently based on quality standards.
• Support the team members and provide training on best practices.
• Act as a subject matter expert to effectively partner with customers and departments across Property Finder to achieve desired outcomes by clarifying needs and providing appropriate solutions.
• Be an exceptional problem solver, maintaining knowledge of our agile technology and being able to use multiple systems and applications interchangeably.
• Demonstrate a thorough knowledge of policies, procedures and interrelationships for the area of responsibility.
• Exercise a fair degree of independent decision making and action in the performance of assigned tasks and duties.
• Make recommendations when policies and procedures need modification when problems arise.
• Diagnose the technical problem at the customer end and identify the possible solution (s)
• In case of code error, create a summary of the issue (s) and escalate it to the development team
• Report to the Manager on any issues which require further action