PartnerHero Academy - Customer Support Specialist

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media, tickets, etc..)
Contract Duration: Permanent
Position type and schedule: Full-time. The schedule is to be determined according to the partner
Training Schedule: Monday -  Friday 7:00 am - 4:00 pm Saturday and Sunday 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 2nd, 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.

About The Role

Are you passionate about technology while providing a positive experience for customers? PartnerHero is looking for talented individuals to join our Customer and Technical Support teams. We have a range of opportunities available for people who have built a career in the Tech support and customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across various industries, including Edtech, eCommerce, Tech, Health and Wellness, and more. As a PartnerHero team member, you’ll have the support to develop and grow your career. 

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

What you’ll do

• Communicating with clients or prospects through various channels (phone, email, chat) to address inquiries and resolve issues in English
• Providing excellent, friendly, and positive customer service via email, chat, and/or phone
• Collect, document, and report on customer feedback and insights to improve our partner’s product and customer experience
• Following policies, procedures, escalation, and transfer workflow to ensure first-touch resolution
• Guiding customers through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Comfortable with bringing potential risks and feedback to leadership and escalating effectively.
• Commiting to gathering a deep understanding of the partner's needs through the partner training process
• Be prepared to provide customer or tech support to a wide variety of partnerships with varying expectations, including performance (KPI), service levels, and quality. 
• Master the product you support, learning all its nuances and keeping up-to-date with the latest updates and support policies.
• Keeping track of common pain points and feature requests that customers express and surface these insights regularly with the hiring partner. 

What we expect from you

• Excellent (C2) written and spoken English is a requirement for this job
• Strong understanding of service level expectations without compromising the customer experience
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Proactive attitude and the willingness to take the initiative without being asked to
• Self-driven and attention to detail
• Confident, collaborative, and accurate communicator with contact center and omnichannel support experience
• The ability to work under pressure and diligently
• Handle difficult conversations and challenging situations
• Ability to work effectively with management and be part of a team to meet targets
• Strong reading comprehension and problem-solving skills — great Support Heroes know how to “read between the lines” to give customers the help they need
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
• Able to learn and understand new technology and systems quickly with experience in a sales and acquisition environment
• Able to work independently and collaboratively
• Strong conflict resolution skills and even temperament in challenging situations
• Savvy with web, computer, and smartphones
• Flexibility with schedules and days off

What you will get in return

• Full-time with the potential for overtime if requested
• 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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