Job Description
Job Overview
As an L1/L2 Customer Care Specialist supporting the Client Computing Division and Data Center Division under the Customer Support Framework and Technology Division scope, you will be the frontline and escalation point for US & EMEA-based business partners using co-marketing and incentive programs (e.g., Partner Marketing Budget, Co-Marketing Campaigns, Partner Incentives). You will deliver exceptional partner experience, resolve queries efficiently, ensure compliance, and enable partners to successfully execute joint marketing activities with the organization.
Key Responsibilities (L1 & L2 Scope):
Provide first- and second-level support to EMEA partners on all co-marketing programs, funding claims, campaign execution, and tools (Partner Support Portal, claim systems, etc.).
Drive resolution of partner inquiries related to campaign strategy, budget approval, proof-of-performance submission, reimbursement, and compliance.
Perform L1 troubleshooting and resolve standard cases end-to-end; escalate complex or high-value cases to L3/global teams while owning follow-up until closure within agreed SLAs.
Collaborate with financial and global program teams to resolve noncompliance, funding disputes, and reimbursement delays.
Guide partners on localization requirements and content adaptation for EMEA markets.
Deliver clear, professional, and culturally aware communication (written and verbal) while respecting regional language and business nuances across US & EMEA.
Conduct basic training and walkthroughs for partners on program guidelines, tools, and best practices.
Accurately log cases, update partner records, and perform necessary data entries in internal systems.
Identify recurring issues and provide feedback/suggestions to improve processes and partner experience.
Act as the voice of the partner within the organization, maintaining high customer satisfaction scores.
Requirements
Bachelor's degree in any field (Marketing, Business Administration, Accounting, or Finance preferred).
Minimum 3 years of experience in marketing, partner/channel support, customer service, finance operations, or incentive program administration.
Prior experience in advertising, co-marketing, or funding claim processing is a strong advantage.
Strong reporting and analytical skills with good command of Microsoft Excel; experience with Power BI is helpful.
Previous work in a multinational or shared-services environment is highly preferred.
Fluent written and spoken English (additional European language is a plus as case to case basis).
Excellent customer service and client management skills with a passion for partner success.
Proactive problem-solver with a positive attitude and strong ownership to drive issues to resolution.
Basic troubleshooting and process-oriented mindset.
Willing and able to work noon shift: 3:00 PM 12:00 AM (MondayFriday) to cover EMEA hours & US Shift.
If you enjoy helping partners succeed, thrive in a fast-paced customer-facing role, and want to grow your career in global partner marketing and operations, this L1/L2 Customer Support position is the perfect opportunity.
