Customer Support Associate - Contract

Partnerize; Newcastle upon Tyne; Hybrid; GBP 25,000 - 45,000

Job description

Who We Are:

The partnership channel offers scale and automation on a pay-for-performance model that delivers the operating leverage necessary for brand survival. Partnerize empowers marketers with technology built to discover, engage, and convert audiences, at scale, all while maintaining brand safety and control.

Why Join Us?

Our commitment to growing partnerships doesn't end with our clients. Our employees are carefully selected to be a part of our company because they emulate a carefully crafted and practiced set of core values that define us and our business. Joining Partnerize means joining a company that sincerely values your talent, expertise, and passion. We strive each day to hire and retain only the best. Doing so affords us the opportunity to be the best in the business, to exceed our clients' expectations, to innovate, to teach—and most importantly—to earn and maintain our clients' loyalty.

The Customer Support team mission is to ensure all clients receive the best customer experience and understand the true value of Partnerize to grow revenue.

As a member of the Customer Support team, you will provide support, training and guidance to Partnerize's customers – primarily in the EMEA region but also globally; educating and consulting them on how to use our software. Occasionally you will attend meetings with clients, manage or partake in internal or customer facing projects and also provide training to customers and internal teams.

This is a hybrid/contract role and requires you to work in our Newcastle office 1-2 days/week. Contract is to cover maternity leave and expected to last for nine months.

Key Responsibilities:

1. Provide customer support for Partnerize's clients and partners
2. Manage tasks, ensuring deadlines and KPIs are met
3. Train clients on the Partnerize software and services
4. Provide documentation for both internal and external use
5. Process translation of support tickets
6. Liaise with internal teams to ensure we provide extensive service for clients
7. Host and contribute to team meetings
8. Attend client facing meetings and training sessions
9. Occasionally partake in projects

Essential knowledge, skills, and abilities:

1. Customer support experience
2. Teamwork, strong work ethic and enthusiasm to learn
3. Ability to communicate technical information to a non-technical audience
4. Strong prioritisation and organisational skills
5. Strong interpersonal and soft skills
6. Comprehensive computer literacy
7. Problem solving skills

Desirable knowledge, skills, and abilities:

1. Experience in digital marketing
2. Understanding of online tracking methodologies
3. Experience writing guides and training material
4. Previous experience in external or internal training
5. Marketing, Advertising or Business degree

UK Benefits & Perks:

1. 25 days holiday in addition to bank holidays
2. Enhanced Parental Leave: 6 months full pay for birth parent, 4 weeks non-birth parent at full pay after one year employment
3. 5 extra 'Partnerize Parental Days' each year
4. Private Medical Insurance through Bupa
5. Enhanced pension contributions
6. Cycle to Work scheme
7. Eye Care Vouchers
8. Life Assurance
9. Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program
10. Regular company events and activities

Our Commitment to Diversity & Inclusion:
We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization's success. Every individual in our business is expected to live this commitment without exception.

Privacy and data protection: The data collected as part of this application will be used for the recruitment process and any subsequent employment. You can find further information in Partnerize privacy policy here: https://partnerize.com/privacy-policy/

Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Partnerize will not accept unsolicited resumes from any source other than directly from a candidate or an approved vendor that has a written and signed agreement in place with Partnerize. Please do not contact or forward resumes to our company employees or locations. Any unsolicited resumes will be considered Partnerize property. Partnerize is not responsible for any charges or fees related to unsolicited resumes.