Temporary - Technical Support Specialist

Role Details

Type of Support: Omnichannel (Email, chat, and phone)
Contract Duration: Temporary | 90 days
Work Schedule: To be determined; the hours of operations will range between 7:00 am and 6:00 pm (MST) - 9-hour shift | Two days off | Availability to work over the weekends
Training Schedule: 8:00 am - 5:00 pm, weekends off
Work type and Location: Hybrid in San Pedro Sula and Tegucigalpa
Expected Start Date: February 6, 2024 
 

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, as well as your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

Are you passionate about Technical Support? PartnerHero is seeking Technical Support Specialists to help support our smart sustainable partner. This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for the suite of products. A successful Technical Support Specialist operates efficiently in this climate, maintains composure, exhibits professionalism, understands our Services Team's needs, and delivers the highest level of client satisfaction. 

This is a hybrid role that will require 2 days in office.

What You’ll Do:

• Provide help via telephone, email, and chat, ensuring all interactions are recorded in our ticketing system (Kustomer)
• Prioritize and categorize tickets, ensuring issues are recorded and summarized succinctly
• Follow established support processes and procedures
• Manage your ticket queue, taking ownership of customer issues, and ensuring they’re handled within our agreed timescales
• Fact-finding, troubleshooting, diagnosing software issues, and providing solutions (as well as offering alternatives and creative ideas at times)
• Provide high-quality experience utilizing problem-solving and communication skills
• Review and resolve invoicing, billing, and payment-related requests
• Escalate tickets promptly where you’re unable to resolve them
• Communicate professionally and thoughtfully with customers and internal teams
• Learn our technologies ‘inside out and keep up to date with any changes, and learn about any new products
• Support the wider team by sharing knowledge and helping achieve high customer satisfaction with our service

What We Expect From You:

• A minimum of 1 year of experience in customer support is required
• Passion for Customer Experience via phone, email, and chat
• Excellent written and verbal communication skills
• Fantastic customer-focused approach 
• Super-analytical with supreme problem-solving abilities
• Highly adaptable, fast learner, able to work with little direction and own customer issues
• Very tech-savvy 
• Dependable, motivated, and self-starter, with the ability to work independently
• Excellent workload management and work prioritization skills (especially when many different items require your attention)
• Previous experience providing technical support

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

PRIVACY NOTICE

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