Job Description
Partner Support Associate
(View all jobs)
Remote
Are you passionate about the power of technology and AI, and the impact that empathetic engagement backed by technology can have on someone’s life? Are you seeking a growth opportunity in a dynamic tech start-up? Then we have a role for you!
Who We Are
At Mainstay, we believe one conversation can spark a brighter future. Our Engagement Platform makes it easy for colleges and businesses to start and measure conversations that drive action at scale. From our rigorous research methods to our Behavioral Intelligence framework everything we do is designed to help people take the next step toward achieving their goals.
Our Partner Support Associates play a crucial role in supporting both our institutional partners and the students they serve. At the core, we value problem-solving, effective communication, and patience when delivering a world-class experience to our partners, and in turn, help them do the same with their students.
What You’ll Do
Partner Support:
- Develop deep knowledge of Mainstay software platform and customer base
- Collaborate with and guide our partners to effectively resolve issues via tickets and calls (when necessary) in accordance with our service level agreements
- Answer and prioritize a range of inquires from how-to questions (product education) to troubleshooting technical concerns (data integration setups/troubleshooting and bugs)
- Diagnose software and data issues and liaise with our Product, Engineering, and Partner Success teams to escalate and resolve them
- Provide consistent customer feedback to internal stakeholders
- Author, organize, and continually update necessary articles for our Help Center
- Show composure, resilience, and flexibility as customer needs evolve
What You’ll Have
- Analytical and creative approach to problem-solving
- Strong written and verbal communication skills
- Strong attention to detail and effective prioritization
- Self-starter mindset and flexibility in a fast-paced environment
- Autonomy with a team player mentality
Bonus Points
- 1+ years of experience in a customer-facing role is a plus
- Familiarity with data integration troubleshooting (SFTP, APIs, CRMs), Excel, SQL
- A passion for increasing education access for all learners is a plus