Inventory Tool - Technical Support Specialist II

Role Details

Type of Support: Email & Chat
Contract Duration: Full-time/Permanent
Training Schedule: 8:00 am - 5:00 PM, weekends off
Work Schedule: 9 am-6 pm on Sundays and 11 am-8 pm Monday-Thursday | Friday/Saturday off
Work Type and Location: Hybrid, San Pedro Sula, Tegucigalpa
Expected Start Date: April 10, 2025

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

The product support team interacts with our customer base more than any other role which means Product Support is the voice. Focused on delivering world-class customer experiences and firmly believe this is what differentiates us from our competition. We want to bring in exceptional talent to complement our existing team. As a Product Support Agent, you will field and resolve inquiries from our customers through outbound phone, email, chat, and screen-sharing solutions.

The ideal candidate is an outstanding problem solver who thrives on assisting others. You are an
excellent listener who identifies the true problem being presented and finds creative resolutions.
You understand and thrive in a fast-paced environment.

What you’ll do

• Manage communication with customers via email, chat, and outbound phone, while performing due diligence to find appropriate responses
• Maintain accurate records to ensure support requests are properly tracked and documented
• Help customers navigate the basic how-to, navigation, and troubleshooting of the various of our Partner's applications
• Escalate items to the appropriate channels to ensure customers’ questions and technical inquiries are addressed quickly

What we expect from you

• At least 3 or more years of Technical support experience
• A genuine interest in providing a world-class Tech experience
• Proficient in office software, email, chat and easily adaptable to new technology
• Familiarity with Google Suite applications
• Multi-tasking and able to work on 3-5 cases at once
• Comfortable managing customer escalations
• Naturally inquisitive personality and always wanting to learn more
• Thrives in cohesive working environments where no one is afraid to ask for help

What you’ll get in return:

• 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

Culture leads, success follows. 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].