E-Commerce Customer Support Specialist II

Role Details

Type of Support: Emails and Phones (2 hours a day assigned to phones and email at the same time AND 2 days a week assigned to phone support depending on the schedule needs)
Contract Duration: Permanent 
Work Schedule: Monday - Friday 8:00 am - 5:00 pm, Weekends off
Work Type and Location: Hybrid, San Pedro Sula, or Tegucigalpa (2 times a week work from the office)
Expected Start Date: April 28, 2024

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.
 

The Role
We are currently looking for creative and tech-savvy individuals with the confidence to be able to investigate, troubleshoot, and work with detailed data-entry projects in order to provide outstanding customer service in a creative way with words. Capable of tailoring, and completing a customer’s requests, amazing English communication skills and detailed/enthusiastic customer care professionals to help support our growing list of world-class restaurants. This is an incredible opportunity to work with a fast-growing technical startup serving the hospitality industry.

This Partner is transforming the food & beverage industry by helping restaurants stay at the forefront of technology. Our simple and integrated platform gives restaurants industry-specific tools to manage their website, marketing, and digital operations. The partners powers leading restaurants such as The Meatball Shop, Joseph Leonard, Union Square Cafe, and many more. You’ll demonstrate key characteristics such as responsibility, reliability, product knowledge, time availability, positive attitude, openness to feedback, coaching skills, and a good relayer. 
 

What You’ll Do:

• Supporting the Partners team with customer setup, website data entry and content moderation projects
  • Initial Site Set-Ups
  • Content Revisions
  • Build Online Ordering Stores
  • Build Catering Stores
  • QA sites pre-launch
• Provide thoughtful results to complex situations while minimizing the customer’s effort in topics such as: Adding menus, alerts, links, general settings, and flexible content
• Auditing the program sites for potential quality and content issues
• Handle every task, or project with the utmost professionalism and friendliness, ensuring that the people contacting us feel great about the program
• When in production - diagnose issues and potential bugs with the platform 
• Communicating clearly with customers and the partners team 
• Master the partners platform and provide outstanding customer service
• Assist customers with technical support requests through emails and phone calls - if needed
• A Fast Learner! The partner is constantly changing, we need someone who can adapt, learn fast, and willing to understand complex topics.

What We Expect From You:

• +1 year working on technical customer support experience, preferably supporting emails, and calls 
  • More web, computer, and smartphone-savvy than the average person
• Excellent verbal and written communication skills (able to maintain fluent conversations with customers)
  • Strong reading comprehension and problem-solving skills — great Support Heroes know how to “read between the lines” to give customers the help they need
  • Patience and clarity when speaking to customers who aren't tech-savvy 
  • Motivated to ask the right questions to get to the not-so-obvious solutions 
• Ability to stay organized and multitask when faced with numerous projects that require immediate attention
• Ability to work in a fast-paced environment:
  • Handle different type of tasks simultaneously
  • Thrive in a dynamic and evolving environment - must be adaptable 
• Creativity, strong attention to detail, and amazing customer service sensibilities
• Oriented to feedback. Accepts and gives feedback and understands the importance of it in the work environment
• Able to work both independently and interested in being part of a team and working in a collaborative culture.
• If you already have any of the skills below that is a big plus, if not we will teach you!
  • Experience using CRMs (Front, Jira)
  • Experience understanding technical processes
  • Understanding of basic HTML and CSS
  • Background providing customer service for a technology company

• The Level I associate will be measured through a variety of metrics and deliverables, including:

• Your own metrics, and Quality Assurance over 95%
• The accuracy, professionalism, and friendliness of your responses to both customers and your teammates
• Reliability and self-management
• Your proactive attitude toward task management and suggesting improvements to the customer experience, or team’s workflow
• Whether your work reflects PartnerHero’s core values (humility, ownership, growth, care, and trust)

What You’ll Get In Return:

• Hybrid working arrangements (all other countries)
• 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].