Partner Portal Support Specialist

Working Condition: Per our company policy, all employees need to be in office 4 days a week until end of August, and 5 days a week starting from Sep.

Job Description

• This role serves as a first line of support and point of contact for partners accessing the new partner portal.
• Primary objectives include managing and resolving incoming inquiries and driving an optimal partner experience.
• Responsibilities include troubleshooting and responding to inquiries from partners wishing to gain access to the partner portal, and includes onboarding, persona provisioning and facilitating demo trial orders.

What The Role Offers

• Be a brand ambassador for OpenText to partners.
• First line of support and effective triage for incoming partner requests and troubleshooting
• Partner Portal Administration
• Partner Onboarding and provisioning
• Trial and Demo order processing
• Case management

Job Description

The following is an overview of the Partner Portal Support Specialist

Opportunity

Partner Portal Support

• Partner portal onboarding, provisioning, profile enablement, partner contact persona administration, login credential setup and triage, demo and trial order processing
• Point of contact and triage for external partner portal inquiries.
• Point of contact for Trial and Demo license support inquiries
• Trial and Demo Order processing to ensure partners can successfully demonstrate OpenText product
• Following and tracking Trial and Demo orders to completion by working with cross functional teams (deal desk, billings, fulfilment)
• Support partner demo environment systems provisioning
• Partner inquiry inbox management; ensuring adherence to standard SLA responses time for optimal partner experience
• Contribute to ensuring all governance standards are met through following and contributing to all documented processes, procedures and best practices, ensuring all required reviews, approvals and processes are met.

What it takes

• Post secondary degree in Business, Communications, Technology or related field
• Client-centric; Partner-first mindset
• Strong work ethic, problem solving and communication skills (both written and verbal)
• Attention to detail coupled with ability to manage and prioritize a number of initiatives and deliverables concurrently
• Comfortable working in a fast-paced, changing environment
• Willing and inquisitive learner
• Experience with Salesforce, SAP, ServiceNow, preferred