Partner Success Specialist

Partner Support Specialist

Job Description
· Partner Support Department

Location: Richardson, TX (In-Person) |
Schedule: Full-Time, Mon–Fri + weekends as needed |
Pay: $24–$27/hr |
Reports To: Partner Support & Billing Manager

The Partner Support Specialist is an in-person, U.S.

-based support role responsible for providing responsive, high-touch service to ASHER Health partners through Zendesk ticket queue management and routing, live phone support, outbound communication, and issue resolution. This position works on-site in the Richardson, Texas office and plays a critical role in ensuring partners can reach a real person when they need assistance.

ASHER Health's Partner Support phone lines are available during designated business hours, and Specialists rotate through scheduled phone shifts to provide consistent live coverage throughout the day. Outside of scheduled shifts, the specialist owns the general responsibilities of the role: monitoring and triaging the shared Zendesk ticket queue, routing tickets to the right owner, conducting proactive outreach, following up on unresolved issues, and providing additional support to priority partners.

This is a support and service-execution role, not a traditional Client Success Manager position. The goal is simple: partners should be able to reach ASHER Health when they need help and feel confident that someone is taking ownership of their issue.

• Participate in scheduled Partner Support phone shifts throughout the workday, remaining available and responsive to incoming partner calls for the duration of each shift.

• Answer partner questions and resolve issues during the initial call whenever possible, rather than deferring resolution to a follow-up.

• Create or update Zendesk tickets for every phone interaction to ensure the conversation is properly documented and can be followed up on.

• Clearly communicate next steps, expected timelines, and who owns the issue whenever it cannot be resolved on the spot.

• Maintain professional, confident, solutions-oriented communication at all times, including when a partner is frustrated or upset.

• Ensure clean, well-documented handoffs when transitioning between phone shifts so no caller's issue is dropped.

• Proactively pick up the phone and call partners whenever direct communication will resolve something faster or better than email or ticket replies.

• Prioritize outbound calls for escalated or urgent issues, frustrated partners, and situations involving priority or high-value accounts.

• Recognize when a complex issue is becoming inefficient to manage over email or tickets, and shift the conversation to a phone call.

• Follow up on unresolved issues on ASHER Health's initiative, without waiting for the partner to reach back out.

• Communicate meaningful updates proactively — the partner should hear from ASHER Health before they feel the need to ask.

• Monitor the shared Zendesk ticket queue and triage incoming tickets by urgency and issue type.

• Route tickets to the correct internal owner, team, or department — Billing, Clinical Support, Patient Support, Technology, or others — based on the nature of the issue.

• Reassign or elevate tickets that land in the wrong queue so they reach the right owner without delay.

• Manage all assigned Partner Support tickets within Zendesk, keeping updates timely and accurate throughout the life of each ticket.

• Meet established daily and weekly ticket-touch expectations even on days with heavy phone-shift coverage.

• Take ownership of partner issues through to resolution wherever possible, rather than passing them along.

• Ensure no ticket sits without an owner, appropriate communication, or…