Channel Support Agent

Straive; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Straive is seeking a Channel Support Agent to guide partners through onboarding, resolve inquiries, and maintain accounts in our online store ecosystem. The role emphasizes clear communication, product knowledge, and timely issue resolution.

You will conduct training, capture details in the CRM, and collaborate with product and marketing teams to improve onboarding resources. Ideal candidates have 1–2 years in high-volume help desk roles and strong written/spoken English.

Qualifications

• 1–2 years in a high-volume help desk role providing technical support and guidance.

Responsibilities

• Guide partners through onboarding, ensuring understanding of platform, tools and resources.
• Respond to inquiries from partners and customers in a timely and professional manner.
• Troubleshoot and resolve issues related to orders, payments, and accounts.

Skills

Communication

Documentation

CRM usage

Tools

CRM systems

Job description

Job Title: Channel Support Agent/ Client Onboarding or Customer onboarding.

About Straive:

Straive (earlier known as SPi Global) is a market leading content solutions company providing content creation services, course design, data operations and platform-based technology solutions.

Ed-Tech, Data Solutions, Research and Education Content Services form the core pillars of the company’slong-term vision. With the acquisition of LearningMate in 2020, Straive is an end-to end

content and technology partner to K-12, higher education players, digital publishers and LMS

providers. The companyis a specialized solutions provider to business information providers in

finance, legal, real estate, life sciences and logistics. Straive continues to be the leading content

services provider to research and education publishers.

In early 2021, SPi Global rebranded itself to Straive. The rebranding exercise saw a revamp of the

visual identity of the company including a new brand colour, logo, refreshed website and social

channels. The name Straive encompasses the company's increased focus on AI-driven solutions and signifies its ongoing endeavor to continuously enhance the value the company brings to its

customers, to its employees and to the community. The new brand logo represents Straive’s

commitment to unravel the power of information by “Connecting the Dots''.

With a client-base scoping 30 countries worldwide, Straive’s multi-geographical resource pool is

strategically located in eight countries - India, Philippines, USA, Nicaragua, Vietnam, United Kingdom and the company headquarters in Singapore.

Website: https://www.straive.com/ Linkedin

Job Description:

We are seeking a motivated and customer-focused Channel Support Agent / Onboarding Agent to join our team. In this role, you will be responsible for providing exceptional support to our partners and customers, ensuring a smooth onboarding experience, and assisting with any inquiries related to our online store. You will play a crucial role in enhancing customer satisfaction and driving the success of our channel partners.

Key Responsibilities:

Onboarding Support:

• Guide new partners through the onboarding process, ensuring they understand our platform, tools, and resources.
• Conduct training sessions and provide documentation to help partners effectively utilize our online store.
• Assist partners in setting up their accounts, product listings, and payment processing. Customer

Job Description:

Support:

• Respond to inquiries from partners and customers via communication channels in a timely and professional manner.
• Troubleshoot and resolve issues related to orders, payments, and account management.
• Maintain a high level of product knowledge to provide accurate information and support.

Communication:

• Act as a liaison between partners and internal teams, ensuring clear communication and timely resolution of issues.
• Identify areas for improvement in our onboarding process and support services.

Documentation and Reporting:

• Maintain accurate records of partner interactions and onboarding progress in our CRM system.
• Prepare reports on common issues, feedback, and suggestions for process improvements.
• Stay updated on industry trends and best practices to enhance the onboarding experience and support services.
• Collaborate with the product and marketing teams to improve resources and tools available to partners.

Requirements:

• 1-2 years in a high-volume help desk role, providing technical support and guidance in a fast-paced environment.
• Excellent spoken and written communication skills, with fluency in comprehension and expression.
• Ability to accurately capture and document information while following processes correctly.
• Quick learner, receptive to feedback, and adaptable to process updates.
• While primarily an individual contributor, must engage in cross-training, collaboration, and program development efforts.