Description
Role Summary:
This employee will be responsible for managing the onboarding process for your partners (manufacturers, suppliers, and retail shops) and providing technical support to ensure that all partners can successfully navigate and use the platform. They will act as the first point of contact for onboarding and troubleshooting, ensuring a smooth transition for new users while resolving any technical issues they may encounter.
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Key Responsibilities:
1. Partner Onboarding:
• Registration & Setup: Guide new partners through the registration process, including gathering required documents and setting up their profiles on the platform.
• Onboarding Support: Provide hands-on support during the onboarding process to help partners understand how to use the platform, upload products, and complete their first transactions.
• Training: Conduct basic training (via video calls, written guides, or live sessions) for partners on how to use the platform’s features (e.g., product listings, order management, analytics).
• Troubleshooting Onboarding Issues: Assist partners who may encounter issues during registration, platform access, or product uploads and help resolve them quickly.
2. Technical Support:
• Platform Navigation Support: Provide ongoing technical support for partners encountering issues while using the platform (e.g., logging in, managing product inventory, tracking orders).
• Integration Assistance: Help partners with integrating their existing systems with the SaaS platform (e.g., setting up payment methods, API integrations).
• Issue Resolution: Troubleshoot and resolve technical issues (bugs, UI/UX problems, integration failures) and escalate complex issues to the technical team when necessary.
• Knowledge Base Maintenance: Document common technical issues and solutions in a knowledge base or FAQ to help future partners self-service their problems.
• Testing New Features: Assist in the testing of new features, providing feedback to the development team on how well partners can use them.
3. Customer Relationship Management:
• Customer Support: Provide a friendly and professional point of contact for partners, answering any general inquiries and ensuring a positive user experience.
• Feedback Collection: Gather feedback from partners on onboarding experiences and technical issues, and pass it on to the product team for future improvements.
• Follow-Up: Regularly check in with partners to ensure they’re comfortable with the platform, answer any lingering questions, and assist with any minor issues.
4. General Administrative Support:
• Documentation: Maintain records of all partner interactions, onboarding status, and technical issues using CRM or ticketing systems.
• Reporting: Report key onboarding and support metrics (e.g., time-to-onboard, common issues, satisfaction scores) to the management team for ongoing improvement.
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Ideal Candidate Skills:
• Technical Proficiency: Comfortable with SaaS platforms, basic troubleshooting, and understanding of APIs or system integrations.
• Communication: Strong communication skills, with the ability to explain technical concepts clearly to non-technical partners.
• Problem-Solving: Ability to think critically and creatively to solve problems that arise during onboarding or technical support.
• Customer-Focused: Friendly, patient, and service-oriented mindset with the ability to handle partner frustrations gracefully.
• Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and track progress on multiple partner accounts simultaneously.
