Lead, Partner Network Support

The Lead, Partner Network Support at Flex is responsible for a variety of critical tasks that center around technical support and issue resolution for our Property Management partners. This includes responding to support tickets, troubleshooting network connectivity issues, monitoring performance, and collaborating with internal teams to improve service quality. Additionally, this role involves documenting processes and contributing to user training, ensuring smooth operations within the Partner Network.

To qualify for the Lead, Partner Network Support position at Flex, candidates typically need over 3 years of experience in network or technical support, especially within the property management or hospitality sector. Familiarity with property management systems like Yardi or Realpage is advantageous. Excellent communication skills, a strong analytical mindset, and proficiency with ticketing systems are also essential.

At Flex, we empower our Lead, Partner Network Support employees by fostering an inclusive culture, providing continuous professional development opportunities, and offering competitive benefits. Our commitment to employee well-being is reflected in our unlimited paid time off policy and support programs like the Flex Cares Program. We believe that by nurturing our employees, we create a more dynamic and effective team that can drive our mission forward.

In the Lead, Partner Network Support role at Flex, employees utilize a variety of tools including ticketing systems like Zendesk or ServiceNow for managing support requests, remote troubleshooting tools for assisting partners, and monitoring tools to oversee network performance. Proficiency with these tools enables our support team to maintain service excellence and respond to issues swiftly.

Flex provides a remote work environment that encourages collaboration and communication among team members spread across various locations. As a Lead, Partner Network Support, you'll work within a supportive and dynamic culture that prioritizes inclusivity, innovation, and personal development, all while serving our vital partners in the property management sector.

Share specific experiences where you provided network support, detailing the types of issues you resolved and the platforms you worked with. Highlight any relevant software knowledge like PMS systems, and emphasize your troubleshooting skills and successful outcomes.

Discuss your approach to prioritization by elaborating on methods like assessing urgency, understanding impact, and setting clear deadlines. Providing examples from previous experiences where you managed multiple requests can demonstrate your effectiveness.

Explain your communication style and strategies, such as regular updates, clarity in messaging, and active listening. Share instances where strong communication resolved misunderstandings or improved partner relationships.

Detail a particular technical issue you encountered, your thought process in troubleshooting it, and the final resolution. Emphasize collaboration with team members and the importance of documentation for future reference.

Talk about your commitment to learning from past experiences, documenting solutions, and actively seeking feedback. Mention any methods you've implemented in previous roles to enhance service quality and efficiency.

Discuss how you would create resources like training documents or FAQs, conduct training sessions, and ensure the training is interactive and relatable. Highlight any past experiences involving user training or education.

Share a specific example where you dealt with an escalated issue, detailing your approach to analyzing the problem, the communication you'd have with upper management or external vendors, and the strategies used for resolution.

Identify key performance indicators you believe are essential, such as uptime, latency, ticket response time, and partner satisfaction scores. Elaborate on how you would track and report these metrics to improve network health.

Describe your methods for staying informed, which might include attending webinars, reading industry publications, participating in forums, or engaging with professional networks. Sharing examples of how you've incorporated new knowledge can be valuable.

Highlight qualities such as strong communication, problem-solving abilities, customer-centric mindset, adaptability, and teamwork. Provide examples of how these qualities have positively impacted your past roles.