Channel Partner Helpdesk Specialist

About the role

Key Responsibilities: Provide day-to-day helpdesk and operational support for partners, including guidance on partner onboarding and Bid tools (e.g., LPH, LBPe), processes, and system navigation. Support deal registration activities, including approval, rejection, re-routing, and exception handling. Assist with order-related inquiries, such as order status checks, stuck orders, and coordination with relevant teams. Act as a bridge between partners and IT support, managing communication, gathering required information, and providing status updates. Deliver partner guidance on onboarding, contracts, invoices, licenses, RMA/DOA processes, and program-related queries. Support ticket handling via:Email Live Chat Teams calls Helpdesk Ticket Management Tool

Support ticket management, including raising and tracking various types of tickets. Perform triage support, directing inquiries to appropriate internal teams and ensuring resolution follow-up. Maintain and update knowledge documentation, contribute to process improvements, and deliver ad-hoc training or guidance. Support system testing and remain up to date with tool enhancements to better assist partners.

Qualifications: Bachelor’s degree or above Fluent in English (spoken and written), able to support customer-facing communication with US/Canada partners Minimum 1 year of experience in Helpdesk, Customer Support, or Operations Support Familiarity with commercial indirect selling models. Such as partner onboarding to order processes. Experience supporting partners or B2B customers preferred Ability to handle high-volume requests in a fast-paced environment Strong problem-solving and troubleshooting skills Ability to work across teams and manage multiple requests efficiently Customer-focused with a proactive mindset Experience working in a cross-region or global environment Ability to support North America business hours