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Customer Support Associate



Customer Service
Sydney, NSW, Australia · Remote
Posted on Saturday, November 18, 2023

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.

Purpose of the Role

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 JAPAC region but also globally; educating and consulting them on how to use our software. Occasionally you will travel to meet clients, manage or partake in internal or customer facing projects and also provide training to customers and internal teams.

This is a hybrid role and candidates will need to work in our Sydney office 2-3 days a week.

Key Responsibilities

  • Provide customer support for Partnerize’s clients and partners
  • Train clients on the Partnerize software and services
  • Provide documentation for both internal and external use
  • Process translation of support tickets
  • Liaise with internal teams to ensure we provide extensive service for clients
  • Manage tasks and projects, ensuring deadlines and KPIs are met
  • Host and contribute to team meetings
  • Attend client facing meetings and training sessions (includes occasional travel for work)

Essential knowledge, skills, and abilities

  • Client or customer support experience
  • Teamwork, strong work ethic and enthusiasm to learn
  • Ability to communicate technical information to a non-technical audience
  • Strong prioritisation and organisational skills
  • Strong interpersonal and soft skills
  • Comprehensive computer literacy
  • Problem solving skills

Desirable knowledge, skills, and abilities

  • Experience in digital marketing
  • Understanding of online tracking methodologies
  • Experience writing guides and training material
  • Previous experience in external or internal training
  • Marketing, Advertising or Business degree

Australia Benefits & Perks

  • 22 days holiday
  • Enhanced Parental Leave: 6 months full pay for birth parent, 4 weeks non-birth parent at full pay after one year employment
  • 5 extra 'Partnerize Parental Days' each year
  • Private Medical Insurance through Bupa
  • Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program
  • 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.