We are seeking a Partner Portal Support Specialist to serve as the first line of support and primary point of contact for external partners accessing and using a partner portal.
The successful candidate will be responsible for resolving partner inquiries, troubleshooting access issues, supporting onboarding and provisioning activities, processing trial/demo orders, and ensuring a positive partner experience.
Key Responsibilities
- Provide first-line support and effective triage for incoming partner requests.
- Respond to external partner inquiries related to portal access and usage.
- Support partner onboarding, provisioning, profile enablement, and persona administration.
- Assist with login credential setup and access-related troubleshooting.
- Process trial and demo orders to support successful product demonstrations.
- Track trial and demo orders through completion.
- Collaborate with cross-functional teams to resolve order-related issues.
- Support provisioning of partner demo environments.
- Manage the partner inquiry inbox and ensure responses meet established SLA expectations.
- Manage and track support cases.
- Follow documented processes, procedures, governance requirements,
and best practices.
- Contribute to an optimal partner experience through timely and effective support.
Required Qualifications
- Post-secondary degree/diploma in Business, Communications, Technology, or a related field .
- Strong customer/partner-first mindset.
- Excellent written and verbal communication skills.
- Strong problem-solving and troubleshooting abilities.
- Excellent attention to detail.
- Ability to manage and prioritize multiple initiatives and deliverables simultaneously.
- Comfortable working in a fast-paced and changing environment.
- Willingness and ability to learn recent processes and technologies quickly.
Preferred Qualifications
- Experience with Salesforce .
- Experience with SAP .
- Experience with ServiceNow .
- Experience with partner/customer portals.
- Experience with onboarding and user provisioning.
- Experience with case/ticket management.
- Experience with order processing and SLA-based support.
Core Competencies Partner Support | Portal Administration | Troubleshooting | Onboarding | Provisioning | Case Management | Order Processing | SLA Management | Customer Experience | Communication | Problem Solving | Attention to Detail
Work Arrangement: This is an onsite role requiring 5 days per week in Waterloo, Ontario .
📌 Partner Portal Support Specialist (Waterloo)
🏢 Radiant Systems Solutions
📍 Waterloo
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