Channel Support Agent

Job Title: Channel Support Agent/ Client Onboarding or Customer onboarding.

About Straive:

Straive (earlier known as SPi Global) is a market leading content solutions company providing content creation services, course design, data operations and platform-based technology solutions.

Ed-Tech, Data Solutions, Research and Education Content Services form the core pillars of the company’slong-term vision. With the acquisition of LearningMate in 2020, Straive is an end-to end

content and technology partner to K-12, higher education players, digital publishers and LMS

providers. The companyis a specialized solutions provider to business information providers in

finance, legal, real estate, life sciences and logistics. Straive continues to be the leading content

services provider to research and education publishers.

In early 2021, SPi Global rebranded itself to Straive. The rebranding exercise saw a revamp of the

visual identity of the company including a new brand colour, logo, refreshed website and social

channels. The name Straive encompasses the company's increased focus on AI-driven solutions and signifies its ongoing endeavor to continuously enhance the value the company brings to its

customers, to its employees and to the community. The new brand logo represents Straive’s

commitment to unravel the power of information by “Connecting the Dots''.

With a client-base scoping 30 countries worldwide, Straive’s multi-geographical resource pool is

strategically located in eight countries - India, Philippines, USA, Nicaragua, Vietnam, United Kingdom and the company headquarters in Singapore.

Website: https://www.straive.com/ Linkedin

Job Description:

We are seeking a motivated and customer-focused Channel Support Agent / Onboarding Agent to join our team. In this role, you will be responsible for providing exceptional support to our partners and customers, ensuring a smooth onboarding experience, and assisting with any inquiries related to our online store. You will play a crucial role in enhancing customer satisfaction and driving the success of our channel partners.

Key Responsibilities:

Onboarding Support:

● Guide new partners through the onboarding process, ensuring they understand our platform,

tools, and resources.

● Conduct training sessions and provide documentation to help partners effectively utilize our

online store.

● Assist partners in setting up their accounts, product listings, and payment processing. Customer

Job Description:

Support:

● Respond to inquiries from partners and customers via communication channels in a timely and

professional manner.

● Troubleshoot and resolve issues related to orders, payments, and account management.

● Maintain a high level of product knowledge to provide accurate information and support.

Communication:

● Act as a liaison between partners and internal teams, ensuring clear communication and timely

resolution of issues.

● Identify areas for improvement in our onboarding process and support services.

Documentation and Reporting:

● Maintain accurate records of partner interactions and onboarding progress in our CRM system.

● Prepare reports on common issues, feedback, and suggestions for process improvements.

Continuous Improvement:

● Stay updated on industry trends and best practices to enhance the onboarding experience and

support services.

● Collaborate with the product and marketing teams to improve resources and tools available to

partners.

Requirements:

● 1-2 years in a high-volume help desk role, providing technical support and guidance in a fast-

paced environment.

● Excellent spoken and written communication skills, with fluency in comprehension and

expression.

● Ability to accurately capture and document information while following processes correctly.

● Quick learner, receptive to feedback, and adaptable to process updates.

● While primarily an individual contributor, must engage in cross-training, collaboration, and program development efforts.