Partner Escalation Specialist - WFH

Time zones covered: Asia, America, Europe
9PM - 5AM Manila Time - for coverage of the Americas region
3PM - 11PM Manila Time - for coverage of Europe & India
12PM - 8PM Manila Time - for coverage of APAC & Europe
Hours may slightly vary based on daylight savings and zone requirements

Work Experience:
Minimum 2 years, operations
Process improvements, escalations and/or customer service in an enterprise capacity
Individuals must have strong problem solving skills and a proactive and autonomous approach to their role.

We are looking for a Partner Escalation Specialist who will support and improve the operations of client Solution Partners. The Solution Partners are mostly consulting companies and/or software resellers delivering sales and/or delivery support of Atlassian software for end-customers.
In this role, you will focus on a selected cohort of partners and support them by providing operational support, responding to ticket escalations and keeping track of outstanding questions or issues.
This requires you to have strong organizational and communication skills, a knack for problem solving and a sense of urgency to ensure our partners' escalations are managed in a timely manner. You work closely together with partner managers and other internal client stakeholders, including our support and commerce teams. We play as a Team and care deeply about the success of our partners and customers, you will have a key role to support meeting our partners expectations and improving their experience.
In this role, you'll get to:
Support client Solution Partners with their client partnership
Manage and respond to incoming questions, tickets and quotes in the territory for managed partners (white glove), and unmanaged partners (at scale).
Document and maintain client’s Standard Operating Procedure for their Q2C and other systems/processes
Document feedback on escalations and issues that impact partner’s experience with client, to improve on these areas as a business
Support the systems aspects of the onboarding of new partners (to come)
Support partners with operational queries on programs and platforms and guiding them to enablement content. This will be a ‘guide partners to self serve’ motion and will include:
Guidance to enablement & other content
Assistance navigating our commerce platform
General program queries that do not require a pre-existing ticket motion
EG: PPC, Deal Registration
Help partners comply with client rules and standards

This role is for someone who is:
Fast learner with a desire to develop skills to tackle new tasks
Confident with operating at scale, handling many requests at a time
Pro-active to breakdown and de-risk issues and challenges
Fluent in English with excellent communication skills
Productive and collaborative in a high tech work environment

More about the team
This position reports to the Global Partner Escalation Desk Leader and works closely with Partner Managers and Partners. The partner team is tasked with recruitment, enablement and go-to-market with partners representing Americas, EMEA and APAC. As an important player in the team, you will be working with over 100 channel partners and ensuring that our program supports their businesses. We are highly focused on partner satisfaction and success, when we consistently meet our partners expectations you will be doing a successful job.