Webstore & Partner Support Specialist at First Distribution

MAIN PURPOSE OF POSITION:

• The Partner & Webstore Support Specialist plays a key role in fostering strong partner relationships and ensuring a seamless support experience. This role serves as the first point of contact for partner and customer inquiries, providing timely, accurate, and professional assistance. The specialist will support both partner-related queries and webstore operations, ensuring high service standards, effective issue resolution, and continuous process improvement.

Partner & Webstore Support Specialist Job Duties and Responsibilities

Partner Support & SLA Adherence

• Serve as the primary point of contact for partner queries, addressing concerns and inquiries promptly and professionally.
• Provide accurate and knowledgeable assistance on products, services, and processes, ensuring partners receive reliable information
• Meet and strive to exceed established support SLAs, ensuring queries are resolved within agreed timelines.
• Monitor and manage support ticket queues for timely and efficient responses.

Jira Query Resolution

• Use Jira and other support tools to log, track, and manage partner queries effectively.
• Resolve issues promptly and escalate complex cases to the relevant teams when necessary.

Process Implementation

• Contribute to the development and implementation of support processes and procedures.
• Work with team members and management to identify opportunities for improvement and participate in process enhancement initiatives.

Customer Satisfaction

• Build and maintain positive relationships with partners, ensuring service excellence in every interaction.
• Gather partner feedback to identify improvement areas and share insights with relevant teams

Documentation & Reporting

• Maintain accurate records of partner interactions and ensure all information is captured in the support system.
• Prepare reports on support metrics, trends, and customer feedback for management review.
• Maintain open communication with Brand, Account Managers, Accounts Receivable, and Webstore Support teams.

Webstore Support

• Customer Support
• Respond to customer inquiries via Jira or phone, ensuring prompt, professional assistance related to the webstore platform.
• Support users in maximizing the value of the platform while maintaining high customer satisfaction. 

Technical Troubleshooting

• Identify and resolve technical issues on the webstore, including checkout errors, product listing issues, and integrations with third-party tools.

Order Management

• Assist customers with order processing, tracking, and resolving order-related discrepancies.

Product Guidance

• Provide clear guidance on platform features, including product setup and payment gateway configuration.

Documentation

• Create and update documentation, FAQs, and knowledge base articles for common customer queries.

Escalation Management

• Escalate complex issues to the appropriate technical teams and follow up to ensure timely resolution, keeping customers updated.

Quality Assurance

• Monitor the quality of customer interactions and continuously work to improve the support experience.

Feedback & Improvement

• Collect and analyze customer feedback, identify trends and risks, and proactively address areas needing improvement to enhance the webstore experience.

Cloud Website & Project Support

• Collaborate with the Development Team on cloud-related webstore projects.
• Address billing and renewal data discrepancies.
• Improve data refresh times and accuracy.
• Streamline and optimize product configurations for the online store.
• Manage the Credit Project (e.g., VAT deductions for African partner credits).

Technical Webstore Query Management

• Provide prompt and effective communication with internal and external stakeholders (Partner Support, Development, Brand Teams, Account Managers).
• Work closely with CBS Africa/First Digital to enhance webstore performance and efficiency.
• Identify potential risks related to the webstore and proactively implement mitigation strategies.
• Internal training associated with competencies:
• During the first week of your employment, you'll be presented with a meticulously crafted learning map designed to seamlessly guide you through your on-the-job training experience.

Requirements :

• Grade 12
• Relevant tertiary qualification in IT.
• 2–3 years’ experience in a Partner Support, Customer Support, or Technical Support role.
• Experience working with webstore/e-commerce platforms is highly beneficial.
• Previous experience using Jira or similar ticketing/support systems preferred.
• Exposure to cloud platforms, data management, or website/content management is an advantage.

Skills and Abilities:

• Excellent communication skills, both written and verbal, to effectively interact with partners and internal teams.
• Strong problem-solving abilities and a proactive approach to resolving partner issues.
• Demonstrated ability to work under pressure and meet Support SLA targets.
• A customer-centric mindset with a genuine desire to assist and support partners effectively.
• Attention to detail and a methodical approach to managing and resolving partner queries.
• Knowledge of the company's products and services, and the ability to guide partners through their usage.
• Team player.