Partner Support Associate

Ansira Partners II, LLC; Missouri; Hybrid; USD 36,000 - 48,000; Full time

Job summary

Ansira is seeking a Partner Support Associate to handle English-language calls, chats, and emails from customers. You will provide customer service, resolve routine questions about client services, and collaborate with teams to ensure satisfaction and loyalty.

You will use scripts, document tickets, and meet performance metrics while learning about Ansira's products and guidelines. Weekend and non-standard hours may be required.

Qualifications

• High school diploma or equivalent.
• Experience in a customer support role or related role.
• Strong written and verbal communication skills in English.
• Ability to handle multiple tasks and prioritize effectively.

Responsibilities

• Respond to incoming calls, chats, and emails from customers in a prompt and professional manner.
• Provide accurate and complete information using tools and outlined procedures.
• Understand products or services to address customer questions and concerns.
• Identify customer needs through active listening and problem solving.
• Document tickets in the call center database.
• Follow scripts or call flows to ensure accuracy.
• Meet performance metrics such as call quality and CSAT scores.
• Attend training sessions and team meetings to improve skills.
• Use a positive, friendly attitude to connect with customers and manage high call volumes.
• Maintain professional grammar, tone, and clarity when communicating.
• Show willingness to learn and adapt to guidelines.
• May perform other administrative duties as assigned.

Skills

Verbal communication

Written communication

Active listening

Empathy

Multitasking

Customer service

Problem solving

Reliability

Education

High school diploma

Tools

Salesforce

Call center software

Job description

The Partner Support Associate is responsible for handling incoming calls, chats, and emails in English from clients’ customers. This position provides customer service support and resolution of routine questions related to client’s services or in-store offerings, working collaboratively with other team members and departments to ensure customer satisfaction and loyalty.

Duties/Responsibilities

• Respond to incoming calls, chats, and emails from customers in a prompt and professional manner, ensuring the customer receives the highest level of service.
• Provide accurate and complete information to customers by using the applicable tools, resources, and outlined procedures.
• Understand the company's products or services to effectively address client questions and concerns.
• Identify customer needs through active listening, researching issues, resolving problems, and providing solutions.
• Document tickets (calls, chats, and emails) in the call center database.
• Follow specific scripts or call flows to ensure accuracy of information provided.
• Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer.
• Attend training sessions and team meetings to enhance skills and knowledge.
• Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary.
• Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions.
• Show a willingness to learn new things and adapt to company guidelines and procedures.
• May perform other administrative duties as assigned.

Required Skills/Abilities

• Strong written and verbal communication skills in English
• Exceptional communication, active listening skills, and interpersonal skills.
• Empathy and customer-oriented approach.
• Ability to handle multiple tasks and prioritize effectively.
• Proficient in call center software and technology.
• Experience with Salesforce is a plus.
• Strong problem-solving skills to address and resolve customer issues efficiently.
• Proven track record of reliability.
• Flexibility to work a schedule that may include weekends and non-standard business hours, with scheduled days off based on business needs.

Education and Experience

• High school diploma or equivalent.
• Experience in a customer support role or a related role.

Ansira is the leading marketing platform for brands that operate in distributed ecosystems. By orchestrating the entire brand-to-local value chain, Ansira synchronizes global companies’ internal and external teams across channels, markets and regions. Ansira leverages AI-powered technology, vertical expertise, local insights and strategic partnerships to optimize marketing performance and empower partner growth at scale.