PartnerStack

Technical Support Specialist

Canada

Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Software, Ecosystem PlatformIndustries

About PartnerStack

At PartnerStack, we’re passionate about software and the partnership space — and we’re not afraid to shake things up!

Our mission is to change how the world sells software by creating partnerships that unlock growth. We’re an ecosystem platform with the world’s largest B2B partnerships network, with over 500+ companies using PartnerStack to generate and sustain revenue.

Transforming the industry requires the right people. We'd love to meet you if you’re interested in making partnerships and ecosystems a game-changer in the software industry! We’re a high-impact and cross-team collaboration culture, empowering our teams to achieve success together.

Ready to be a part of our team? Apply now

About You and the Role

As a T1 Support Agent, you will be an integral part of the PartnerStack Customer Success team. You will be responsible for assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business. You will work collaboratively with the support team in a shared queue to provide accurate and timely resolutions and information to our end users. You will investigate and report bugs, and help to improve our support function through quarterly projects such as improving internal and external support documentation.

You are resourceful, independent, and good-natured with strong communication and customer support skills. You are a born problem solver, a driven learner and lead with empathy. You thrive when presented with something new to investigate and love finding solutions.

What You’ll Do

  • Interact directly with our customers and their partners via email (Zendesk)
  • Troubleshoot technical issues and brainstorm solutions to address customers’ needs
  • Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns
  • Delight our customers with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
  • Investigate and escalate bugs to our T2 technical team
  • Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores
  • Communicate effectively with internal stakeholders to advocate for customers needs
  • Maintain help centre and internal knowledge bases to ensure our customers and team have up-to-date and helpful information
  • Be resourceful and self-self driven to accomplish your tasks
  • Be a reliable team player working in a shared queue

You're a Great Candidate If You Have...

  • 2+ years of software support experience, preferably in a startup capacity
  • Outstanding customer service and written communication skills
  • Strong positive positioning and conflict resolution skills that leave customers feeling valued and respected
  • Proven internal communication skills in small and large teams
  • Have an understanding of internet technologies (APIs, HTTP, REST, etc)
  • Have experience with Zendesk and Jira, or another support ticketing system
  • Familiarity with querying information from an SQL database
  • A strong desire to learn, and a penchant for troubleshooting
  • A passion for documenting information that will benefit your team, and customers
  • Previous experience in customer support, technical support, or a general operational role in a quickly growing startup/tech company

Why You’ll Love Working Here

PartnerStack is a fast-growing startup revolutionizing how SaaS companies go to market and scale revenue with partnerships. Beyond challenging the status quo and innovating great products, we aim to build a kickass company.

We set every team member up for success so they can feel energized about their work, be passionate about excellence, and have room to learn every day. That means you can experiment with creative tactics, have the freedom to fail and bounce back stronger — and make a career of a lifetime.

Perks of Working at PartnerStack

  • A digital-first environment

Skills

Customer Support
Technical Support
Troubleshooting
Problem-Solving
Communication
Zendesk
Product Knowledge

PartnerStack

Platform for managing partnership programs

About PartnerStack

PartnerStack helps businesses grow by facilitating partnerships through its platform. This platform allows companies to easily launch and manage various types of partner programs, including affiliate marketing, referral partnerships, and reseller arrangements. Users can automate tasks such as tracking performance, managing payouts, and onboarding new partners, making it accessible even for those without extensive experience in partnership management. PartnerStack serves a wide range of clients, from small startups to large enterprises, and operates in the growing partnership management software sector within the software-as-a-service (SaaS) industry. Unlike many competitors, PartnerStack focuses on providing a user-friendly experience and a subscription-based model that ensures continuous improvement of their services. The company's goal is to empower businesses to leverage partnerships effectively to drive sales and expand their market reach.

Toronto, CanadaHeadquarters
2015Year Founded
$37.3MTotal Funding
SERIES_BCompany Stage
Consumer Software, Enterprise SoftwareIndustries
201-500Employees

Benefits

Remote Work Options
Flexible Work Hours
Health Insurance
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Stock Options
401(k) Company Match
401(k) Retirement Plan

Risks

Emerging partnership management platforms could threaten PartnerStack's market share.
Economic downturns may lead to budget cuts in partnership programs, affecting revenue.
Data privacy regulations could increase compliance costs for PartnerStack.

Differentiation

PartnerStack specializes in simplifying partnership program management for diverse industries.
The platform automates tasks like tracking performance and managing payouts.
PartnerStack's user-friendly design caters to companies with limited partnership management experience.

Upsides

PartnerStack raised $29 million in Series B funding, showing strong investor confidence.
The partnership management software market is expanding, aligning with PartnerStack's business model.
PartnerStack's collaboration with PartnerHacker attracted over 1,500 registrants, boosting its ecosystem platform.

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