Senior Partner Support Specialist

Remote Jobs; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Remote Jobs is seeking a Senior Partner Support Specialist to enhance partner relations and support internal teams. The role involves managing inquiries related to payment processing and product offerings, as well as maintaining high professional standards and efficiency. Candidates should possess advanced skills in office software and strong problem-solving abilities.

Qualifications

• Advanced skills in Microsoft Word, Excel, Outlook, and CRM systems.
• Strong critical thinking and relationship management skills.

Responsibilities

• Support and enhance relationships with partners and internal sales team.
• Handle inquiries related to onboarding, installation, service, and support.
• Communicate effectively about Fortis product offerings.

Skills

Microsoft Word

Excel

Outlook

CRM systems

Critical thinking

Relationship management

Job description

OVERVIEW:

At Fortis, we lead the way in next-generation payment technologies and solutions. We transform payments into a competitive advantage for our clients and partners, enabling businesses to reach uncharted growth and scale. As the solution of choice for the future of payments, Fortis moves payments closer to invisible with a proprietary platform that supports and strengthens the payments capabilities of merchants and software partners. We are a collaborative team of innovators, problem solvers, and builders, committed to the growth of our clients, partners, and team members. Through award-winning software integrations, robust data, and industry vertical and commerce expertise, we deliver the ultimate frictionless commerce experiences. We are in hyper-growth mode and seeking talented, innovative, and collaborative problem solvers to help us build and scale the future of payments. Grow your career with us and be on the cutting edge of the rapidly expanding FinTech payments space.

As a Senior Partner Support Specialist, you will support and enhance relationships with Fortis Partners and our Internal Sales Team.

You will be the main point of contact for our Partner and Internal Sales Team, handling inquiries related to onboarding, installation, service, and support. You will respond efficiently via telephone and email, establishing best practices for assessing, researching, and resolving inquiries daily. You will also provide feedback to improve and implement standardized processes to increase efficiency and productivity.

Your role will involve building credibility with partners and internal teams by demonstrating expertise and professionalism consistently.

ESSENTIAL DUTIES:

• Maintain expert knowledge of all internal operations and systems related to payment processing.
• Understand payment industry networks and partnerships, and work with different payment platforms.
• Support the Partner Support Specialist with research, information gathering, and solutions.
• Assess and respond to escalations promptly, ensuring proper follow-up and adherence to escalation processes.
• Communicate effectively about Fortis product offerings, including Fortis Gateway, Credential Generation, Compatible Equipment, and more.
• Assist partners with questions regarding transactions, reporting, and electronic application submissions.
• Utilize resources to answer questions and resolve problems for merchants, partners, and internal teams.
• Address each partner's unique inquiry with appropriate solutions, collaborating with other departments as needed.
• Manage day-to-day partner requests such as custom reports, equipment issues, pricing questions, account closures, and deposit reconciliations.
• Resolve complex issues through in-depth analysis and data collection.
• Communicate month-end statements, rates, and other financial information effectively.
• Escalate issues appropriately and follow up on rate reviews.
• Lead conversations at all organizational levels.
• Manage cases in OvationCXM, ensuring timely updates and case claims.
• Handle email and communication via Outlook, IVR, and Ring Central promptly and professionally.
• Maintain a positive, professional attitude aligned with the company's core values.

REQUIREMENTS:

• Advanced skills in Microsoft Word, Excel, Outlook, and CRM systems, with the ability to multitask efficiently. Strong critical thinking and relationship management skills.