Channel Support Specialist

Role Summary

As a Channel Triage Specialist, you will act as the primary owner of channel partner inquiries, driving issues through to resolution from initial contact to closure. Rather than transferring requests between departments, you will take accountability for coordinating with cross-functional teams and ensuring partners receive accurate, timely, and seamless support. This role requires strong problem-solving skills, operational expertise, and a customer-first mindset.

Key Responsibilities

• Manage and resolve channel partner inquiries related to deal registrations, purchase order and order corrections, invoice discrepancies, renewal support, enablement requests, and general program questions.
• Ensure adherence to SLA targets, delivering responses and resolutions within established turnaround times for each partner tier.
• Partner closely with Sales, Order Operations, Finance, Billing Operations, and Renewal Operations to resolve complex issues that span multiple functions.
• Maintain detailed and accurate records of partner interactions, case updates, and resolutions within CRM and ticket management systems.
• Identify recurring trends, process inefficiencies, and knowledge gaps, and proactively escalate recommendations for improvement to team leadership.
• Contribute to the development and maintenance of partner-facing knowledge resources, FAQs, and internal documentation to improve self-service capabilities and reduce repeat inquiries.
• Participate in workload balancing, queue management, and SLA performance reviews to ensure consistent service delivery during peak periods.

What We're Looking For

• Minimum of 2 years of experience in Channel Operations, Partner Support, Sales Operations, Order Operations, Revenue Operations, or a related function.
• Experience working with CRM, CPQ, and ticket management platforms (such as Salesforce), with the ability to quickly learn new systems and processes.
• Excellent written and verbal communication skills, with the ability to build credibility and maintain professional relationships with external partners.
• Strong sense of ownership and accountability, with a proactive approach to managing issues through to resolution.
• Ability to prioritize effectively, manage a high-volume workload, and consistently meet service-level commitments while maintaining quality.
• Strong analytical and problem-solving capabilities, with the ability to navigate cross-functional processes and coordinate stakeholders.
• Preferred: Experience supporting channel partner programs, deal registration processes, or order-to-cash and contract lifecycle workflows.