Technical Support Specialist

Role Details

Type of Support: Email, phone
Contract Duration: Permanent
Position type and schedule: Full time, 9 am to 6 pm 
Days off: Tuesday, Wednesday
Work type and Location: Hybrid in San Pedro Sula or Hybrid Tegucigalpa
 

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 seeking a Technical Support Associate to play a key role supporting one of our partners. In this role, you will provide exceptional level 1 technical support to customers. You are the first line of support, troubleshooting and resolving a wide range of software related issues.  
 

What you’ll do:

• Responding to queries on the phone, via email, in person, or through remote access.
• Offering technical assistance on questions/issues related to the software/platform. 
• Resolving customer inquiries and concerns in a timely and professional manner.
• Documenting all customer interactions and maintaining accurate records.
• Collaborating with other groups as appropriate to escalate complex issues and ensure swift resolution.
   

What we expect from you:

• 1 year of help-desk related experience.
• Ability to understand and explain technical information.
• A high sense of accountability and dedication to delivering results with a high attention to detail and stellar time management.
• Excellent customer service, critical thinking, and written and verbal communication in English.
• Good analytical and team-working skills with a proactive approach to problem-solving.
• Customer-focused attitude, excellent interpersonal skills to handle all levels within the organization.
• Possesses an empathetic approach to working with customers.
• An openness to learning new technologies.

What you’ll get in return:

• Full-time employment
• Hybrid work environment, requiring two days in office.
• Competitive compensation based on experience
• Attractive benefits package 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

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].

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