Partner Portal Support Specialist

Résumé du poste

The specialist serves as the primary point of contact for external partners, resolving portal access issues and managing onboarding activities. They are also responsible for processing trial and demo orders while ensuring all requests meet established SLA expectations.

Détails du poste

Partner Portal Support Specialist Location: Waterloo, ON, Canada Work Arrangement: Onsite – 5 days per week Duration: 12-month contract Start Date: ASAP Position Overview We are seeking a Partner Portal Support Specialist to serve as the first line of support and primary point of contact for external partners accessing and using a partner portal. The successful candidate will be responsible for resolving partner inquiries, troubleshooting access issues, supporting onboarding and provisioning activities, processing trial/demo orders, and ensuring a positive partner experience. Key Responsibilities Provide first-line support and effective triage for incoming partner requests. Respond to external partner inquiries related to portal access and usage. Support partner onboarding, provisioning, profile enablement, and persona administration. Assist with login credential setup and access-related troubleshooting. Process trial and demo orders to support successful product demonstrations. Track trial and demo orders through completion. Collaborate with cross-functional teams to resolve order-related issues. Support provisioning of partner demo environments. Manage the partner inquiry inbox and ensure responses meet established SLA expectations. Manage and track support cases. Follow documented processes, procedures, governance requirements, and best practices. Contribute to an optimal partner experience through timely and effective support. Required Qualifications Post-secondary degree/diploma in Business, Communications, Technology, or a related field. Strong customer/partner-first mindset. Excellent written and verbal communication skills. Strong problem-solving and troubleshooting abilities. Excellent attention to detail. Ability to manage and prioritize multiple initiatives and deliverables simultaneously. Comfortable working in a fast-paced and changing environment. Willingness and ability to learn new processes and technologies quickly. Preferred Qualifications Experience with Salesforce. Experience with SAP. Experience with ServiceNow. Experience with partner/customer portals. Experience with onboarding and user provisioning. Experience with case/ticket management. Experience with order processing and SLA-based support. Core Competencies Partner Support | Portal Administration | Troubleshooting | Onboarding | Provisioning | Case Management | Order Processing | SLA Management | Customer Experience | Communication | Problem Solving | Attention to Detail Work Arrangement: This is an onsite role requiring 5 days per week in Waterloo, Ontario.

Ce que vous ferez

The specialist serves as the primary point of contact for external partners, resolving portal access issues and managing onboarding activities. They are also responsible for processing trial and demo orders while ensuring all requests meet established SLA expectations.

Exigences

Candidates must have a post-secondary degree in Business, Technology, or a related field and strong communication and problem-solving skills. Experience with Salesforce, SAP, ServiceNow, and case management tools is preferred.

Compétences indiquées

• SAP · Souhaitée
• Résolution de problèmes · Souhaitée
• Souci du détail · Souhaitée
• case management · Souhaitée
• Communication · Souhaitée
• Troubleshooting · Souhaitée
• SLA Management · Souhaitée
• Salesforce · Souhaitée
• Onboarding · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Partner Support
• Portal Administration
• Troubleshooting
• Onboarding
• Provisioning
• Case Management
• Order Processing
• SLA Management
• Customer Experience
• Communication
• Problem Solving
• Attention to Detail
• Salesforce
• SAP
• ServiceNow
• Triage

Domaines d’emploi

• Customer Service & Support
• Technology
• Consulting
• Software
• Administrative