Temporary Technical Support Specialist - BW

Role Details

Type of Support: Emails via tickets, chats and phones
Position Type: Temporary of 90 days
Work Schedule: 8:00 am - 5:00 pm, Monday - Fridays, Weekends off
Training Schedule: 8:00 am - 5:00 pm, Monday - Fridays, Weekends off
Work Type and Location: Hybrid. San Pedro Sula & Tegucigalpa
Expected Start Date: December 5, 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 looking for team members who are not only passionate about educating customers on the Partner product but are equally adept at finding solutions that support retention and contribute to sales growth. Operating at the forefront of customer interactions, you will actively collaborate with our Customer Success and Sales teams. Your ability to navigate between support and sales efforts is a key asset, and you enjoy leveraging customer feedback to advocate for process improvements that drive customer retention and maximize sales opportunities.

In this dynamic role, you are not just a support advocate; you are a sales enabler and a retention strategist. Your proactive approach to outbound retention efforts and effective collaboration with cross-functional teams make you an indispensable asset in achieving our objectives. If you thrive in a customer-focused environment and are ready to play a pivotal role in elevating both customer success and business growth, we invite you to join us in shaping the future of the partner's customer support.
 

What You’ll Do:

• Respond promptly to incoming live chat inquiries, you will deliver efficient live support, prioritizing warm hand-offs for new target customers to our dedicated sales representatives. 
•  Proactively engaging with programs that have recently experienced failed payments through inbound support tickets, outbound calls, emails, and texts, you will support them in updating their information or in handing them off to our Engagement team
• Communicate clear and concise instructions via live chat, email, and phone to Administrators, Teachers, and Guardians
•  Effectively prioritize tasks and customer interactions, balancing the needs of inbound sales support and outbound retention efforts.
• Exhibit empathy towards our customers and each other at all times
• Advocate on behalf of customers, helping them to solve their issues, and acting as the “voice of the customer”
• Contribute to improving internal processes
• Work cross-functionally to support our customers and improve the overall customer experience
• Maintain established metrics - especially high customer satisfaction ratings
• Apply strong critical thinking and troubleshooting abilities, you will correctly identify, investigate, and qualify inbound target leads for sales while also supporting outbound efforts for retention. 
   

What We Expect From You:

• High proficiency in written and spoken English (C-2)
• 1 year of experience in Sales or Customer Support roles
• High reading comprehension and problem-solving abilities
• Excellent organizational, time management, and  prioritization skills
• Expertise in providing live support to customers
• Be able to express empathy and communicate politely with a friendly demeanor toward customers
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Able to describe an error and prepare relevant information such as the steps taken to escalate or to seek further assistance
• Effectively retain newly learned processes, product updates, past troubleshooting steps, and all the necessary information to expand and deepen knowledge
• Love to work with teammates, and are goal-oriented with your co-workers
• Ability to troubleshoot common issues such as password resets, and login roadblocks, showcase a step-by-step approach
   

What You’ll Get In Return:

• Flexible working arrangements (US Only)
• 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
• Competitive retirement benefits (US only)
• 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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