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Partner Support Agent

4 months ago

Bath, United Kingdom Gradwell Communications Ltd Full time

Gradwell sell services directly to our customers and via chosen, valued, channel partners. As a Partner Support Agent you will be responsible for supporting our channel partners in understanding, configuring, supporting and maintaining Gradwell products and services.

This is a customer-centric role, we are looking for someone with proven customer service skills who is willing to continuously learn new skills and develop existing ones. You’ll need to be flexible, adaptable, and diligent with a keen problem-solving attitude.

You will have excellent written and verbal communication skills and be able to use these effectively to gather and deliver accurate and transparent information.

Given the complex nature of the work required, training for the role will be provided in house in all the skills and disciplines required to succeed and grow in this role. We offer a hybrid working scheme with the ability to work from home for a maximum of 2 days per week at your managers discretion.

**Responsibilities**
- Provide regular updates to partners on their active support requests.
- Develop and maintain relationships with partners.
- Help partners understand the features & selling points of Gradwell’ suite of products and services.
- Demonstrate to partners how to use our portals to service their customers’ needs.
- Help partners understand their billing data options.
- Produce and maintain knowledgebase support articles & training material.
- Maintain relationships with internal teams and support where required.

**Essential Job Requirements**
- Some work experience in a customer service role.
- Willingness to learn new skills and develop existing ones.
- Excellent time management skills.
- Dedication to providing excellent customer experience.
- Excellent written and verbal communications skills.
- Excellent attention to detail and level of accuracy.
- Ability to use initiative and manage own workload effectively.

**Role Competencies**
- **Professionalism** - Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position.
- **Teamwork** - Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed
- **Problem solving **- Identifies and resolves problems in a timely manner, gathering and analysing information skilfully. Develops alternative solutions and escalates as appropriate.
- **Technical skills **- Commits to being knowledgeable and up-to-date within relevant technologies. Strives continuously to build knowledge and skills, especially within the business’ core areas. Shares expertise and knowledge with others.
- **Time Management**- Prioritises work in accordance with current needs and manages their time effectively.

**Core Competencies**

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.

Personality
- **Down to Earth **- Gradwell people are straight forward and grounded
- **Friendly** - Gradwell people like to make the work place a fun and relaxed place to be
- **Helpful **- Gradwell people will always look for ways to help each other and their customers
- **Persistent **- Gradwell people can be relied upon to get the job done - whatever it takes

**Values**
- **Pioneering**
- **Proactive**
- **Personal**

**In return we offer**:

- A generous basic salary (based on experience and qualifications)
- Great funded training opportunities
- Progression opportunities as part of a fast growing, successful company
- Opportunities for flexible hours
- Life Cover
- Company Pension Scheme
- 32 days holiday (24 days + Public Holidays) increasing with long service
- Paid sick pay of 20 days a year
- Subsidised Bupa dental cover (after probation)
- Subsidized gym membership (after probation)
- Cycle to Work Scheme (after probation)
- Charity day (after probation)
- Free Broadband Service (after probation)

**NOTE**: This job description is not intended to be all-inclusive. Employees may be asked to undertake any other reasonable tasks that may be required from time to time, as directed by the needs of the business.

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00-£23,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Flexitime
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private dental insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday

Work Location: Hybrid remote in BATH

Reference ID: Psupport1