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Partner Services Representative
Autodesk
San Rafael, CA, United States
Job Details - this job has expired, please see similar jobs below
OPERATIONAL SUPPORT:
• Enter orders into the appropriate system insure compliance with all Pricing and Discount policies and SOX requirements.
• Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external.
• Fill internal/external customer requests with regard to Autodesk policies and procedures.
• Generate and analyze regular and ad hoc reports for management, sales representatives and/or channel partners.
• Document policies and procedures based on expertise in specific
CUSTOMER SUPPORT:
• Insure high level customer satisfaction. Receive, investigate, and respond to customer inquiries regarding products, verifications, registration and activation, license fulfillment via physical shipments or electronic downloads and complaints. Provide information regarding order status, shipping dates, prices, product availability, and back orders. Analyze and research historical data to solve customer issues. Log quality problems or issues in database.
• Respond to customer inquiries through e-mail, fax, chat and/or phone (either direct or queue system). If unable to resolve customer issue, escalate to appropriate staff or management and respond back to customer with solutions provided by escalations.
• Respond to escalated partner/customer issues from Tier 1 support.
• Provide feedback and quality assurance on Tier 1 processed cases, including helpful insights and analysis to improve first contact resolution rates and response times.
• Build customer relationships in-person or by phone. Proactively suggest solutions based on knowledge of customer’s business and past purchase history.
• Educate customers/partners on resources available and promote the self-service tools. May include providing hands-on training, creating effective content; execute readiness call activities and delivering webinars externally/ internally.
• Perform onboarding for internal and external parties related to operational policy and process.
• Drive and own operational efficiency and engagement with partner managers via monthly calls /service reviews.
• Create and modify content that is consistent with KCS standards. Publish content internally and externally.
• Communicate and work closely with local sales office to obtain approvals for returns and/or credits. Maintain records of returns, schedule changes, product enhancements or changes, product pricing, and return credits.
• Work closely with sales for quarter-end activities such as order entry cut-off dates.
• Proficient in all technology platforms a partners/customer interacts with to access our products our services, including My Account, Partner Center, web services, etc.
• Act as a liaison with various departments throughout the company.
• Be a trusted advisor to internal/external parties.
• Recommend to management solutions to difficult customer issues insuring customer needs are always met.