Note: The job is a remote job and is open to candidates in USA. BayOne Solutions is seeking a Partner Support Specialist/Customer Operations Specialist to resolve escalated partner issues efficiently. The role focuses on improving the support model by identifying patterns, suggesting automation, and addressing policy gaps.
Responsibilities
- Resolve human-escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics, within a defined service level and to a clear quality bar
- Own the partner support queue day to day. Triage what automation did not catch and route what belongs elsewhere, sending relationship and activation matters to Partner Success, named-partner escalations to the relevant Partner Account Manager in BD or Cloud Partnerships, contract and compliance questions to Legal, and quoting or deal-structuring questions to the central Deal Desk
- Feed the deflection loop with the Business Process Manager. Tag every ticket by root cause and surface recurring patterns weekly as automation and self-serve candidates so the system improves with every resolution
- Work with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket replies
Skills
- Resolve human-escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics, within a defined service level and to a clear quality bar
- Own the partner support queue day to day
- Triage what automation did not catch and route what belongs elsewhere
- Send relationship and activation matters to Partner Success
- Send named-partner escalations to the relevant Partner Account Manager in BD or Cloud Partnerships
- Send contract and compliance questions to Legal
- Send quoting or deal-structuring questions to the central Deal Desk
- Feed the deflection loop with the Business Process Manager
- Tag every ticket by root cause and surface recurring patterns weekly as automation and self-serve candidates
- Work with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket replies
- Experience with Salesforce Service Cloud, Zendesk, Intercom, or similar
- Prior exposure to partner or channel programs such as resellers, SIs, or ISVs
- A second language, which will be useful as the role regionalizes
- Experience contributing to a knowledge base, help center, or FAQ corpus
Benefits
Company Overview
BayOne Solutions provides computer programming services. It was founded in 2012, and is headquartered in Pleasanton, California, USA, with a workforce of 501-1000 employees. Its website is https://bayone.com/.