Technical Support Specialist ll (Honduras)

Role Details

Type of Support: Omnichannel (email and text)
Contract Duration: Permanent 
Work Schedule: Full Time Sunday - Thursday 10:00 am to 7:00 pm HN Time | Friday  - Saturday off
Work type and Location: You will be required to go to the office only twice a week in San Pedro Sula or Tegucigalpa 
Expected start date: May 9, 2023

About Us

A little 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, and also bring 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.

About The Role

Do you like helping by troubleshooting and solving complex technical issues? PartnerHero is looking for a talented Technical Support Specialist. Our partner believes that by bridging the digital and physical worlds they can help people get the most out of their city. Their mission is to elevate the urban experience with real-time information, wayfinding, and connectivity enhancing people’s journeys through their cities and offering brands the opportunity to drive more relevant and engaging advertising, rooted in real-world location and physical context.

As a Technical Support Specialist, you should be able to thrive in a methodical environment with minimal supervision while maintaining a keen eye for detail. Provide the best support to field engineers and contribute with analysis on a daily basis.

The reason you join won’t be the reason you stay.

What you’ll do

• Delivering excellent customer experience to our business-owner customers by addressing their questions via email, phone, and text
• Managing your own ticket queue, taking ownership of customer issues, and ensuring they’re handled within our agreed timescales
• Escalating unresolved tickets promptly and communicating professionally and thoughtfully with customers and internal teams
• Supporting the global team by sharing knowledge and helping achieve high customer satisfaction with the service
• Learning the partner's technologies ‘inside out’, keeping up to date with any changes, and learning about any new products
• Identifying network issues.
• Refering to the internal database or external resources to provide accurate tech solutions.
• Researching and identifying solutions to software and hardware issues.
• Diagnosing and troubleshooting technical issues.
• Escalating issues properly to appropriate internal teams

What we expect from you

• Strong English proficiency, spoken and written
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Able to work a flexible schedule
• Comfortable using technology --Slack and email-- as a primary form of communication
• Strong system-level troubleshooting (e.g., power, network, software, hardware)
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations

What you will get in return

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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]

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