Channel Partner Support Rep, II

Location MX-Mexico City
Job ID
95673
Function
Marketing
Position Level
Support II

Overview

The primary purpose of the Channel Partner Support Representative II is to provide a centralized point of contact for all partners and Zebra Sales personnel as related to the PartnerConnect program. The role provides daily support to Zebra PartnerConnect program members and sales personnel for partner program tools, systems and processes utilized to conduct business with Zebra. The position is responsible for handling all inquiries and supports training and access for partners on program tools. This role manages outbound calls as needed for the partner program and data and information accuracy for partners and distributors.

Responsibilities

  • Provide a single point of contact for Zebra’s partner community and sales team for all inquiries related to the PartnerConnect program, program benefits and administration.
  • Effectively work with partners, distributors, and sales personnel to resolve inquiries primarily through phone, email, and chat.
  • Collaborate with other internal teams to ensure non program related inquiries are directed/resolved as appropriate.
  • Proactively engage partners to ensure annual compliance completed
  • Works with partners to on- and off-board and understand the PartnerConnect program
  •  Assist partners with a variety of tool access and navigation.
  • Deal Registration administration, vetting, processing, and issue troubleshooting/resolution.
  • Influence Registration review and processing.
  • Partner administrator account set up, tool access requests, partner account maintenance, contact management.
  • Troubleshoot and resolve PartnerGateway log in issues experienced by partners.
  • New partner application vetting, processing, onboarding.
  • Works to resolve partner issues with tools and processes, escalate as appropriate, if necessary, coordinates resolution
  •  Account merges / acquisitions processing. Review accounts, understand merge process. Initiate and process account merges as appropriate. Account cleanup/deduplication. Review and process company name and address changes.
  • Active participation in system testing
  • Reporting, management and delivery of ongoing program requirements

Qualifications

Preferred Education: BA/BS degree in relatable field or equivalent work experience.

 

Preferred Work Experience (years): 1-2 years of experience in customer support and administration.

 

Key Skills and Competencies:

 

  • Team player
  • Action oriented
  • Customer focused
  • Results driven
  • Strong problem solving
  • Excellent time and task management
  • CRM/PRM knowledge
  • Excel/PowerPoint/Salesforce
  • Channel program administration
  • Awareness of regional and cultural differences
  • Excellent written/verbal communications
  • Calm and confident telephone manner
  • Multitasking abilities
  • Attention to detail and accuracy a must

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