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Job Description
- The Selling Partner Support Operations team is looking for an ESR Account Manager who will be expected to:
- · Research and respond to Global Selling Partner escalations directed to Jeff B. and Senior Executives, or through highly escalated Selling Partner Support contacts.
- · Objectively handle highly sensitive situations with integrity and discretion
- · Recognize system, quality, and process concerns contributing to poor Selling Partner experiences and share with PSAS team
- · Work cross-functionally with other teams to identify root causes and drive process improvements to Selling Partner facing issues
- · Maintain aggressive service levels for Jeff B and Executive escalations
- · Flexible schedule which might include On-call and Weekend coverage
- · Timely and accurate reporting on escalation status
- · Capture success stories and surface innovative ideas to drive improvement for all Selling Partners
- · Moderate Seller Forum
Job Requirements
BASIC QUALIFICATIONS
- Minimum 6 months of SPS experience
- Able to work independently with little supervision, self-motivated, and flexible in approaching responsibilities and change.
- Proficiency in using written and oral communication skills in a business environment, both English and Arabic
- Business acumen
- Proficiency in composition skills, ability to compose concise, accurate and appropriately targeted responses
- Demonstrated effective conflict resolution and negotiation skills, professional attitude
- Demonstrated comprehension skills (reading and listening) -- ability to understand and represent Selling Partner issues
- Demonstrated superior time management and multitasking skills, self-discipline
- Technical aptitude, proficient with MS Suite & Paragon Case Management tools
PREFERRED QUALIFICATIONS
- Detail-oriented, analytical, proactive approach to problem-solving; ability to operate both a granular or macro level
- Demonstrated “big picture” thinking, sound judgment and discretion
- 1-3 years of previous technical/customer support experience
- Problem ticketing, incident management, and issue escalation experience
- Ability to conceptualize and explain complex interrelated applications and system platforms
- Strong coaching and people management skills; experience in coaching at peer level a plus
- Proven ability to build relationships and influence others across the organization
- Additional language beneficial