Temporary - Customer Support Specialist

Role Details
Type of Support: Emails via tickets, chats, and phones (outbound calls occasionally)
Position Type: Temporary for 6 months 
Work Schedule: 7:00 am - 4:00 pm, Monday-Friday, Weekends off
Training Schedule: 7:00 am - 4:00 pm, Monday-Friday, Weekends off
Work Type and Location: Hybrid. San Pedro Sula & Tegucigalpa
Expected Start Date: May 29, 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
PartnerHero is interested in matching your unique skills with an emerging, fast-paced Edtech client. As a PartnerHero employee, you’ll have the support you need to develop and grow your career. 

The associate will assist both parents and school staff  that currently use the Software. We're seeking a Customer Support Specialist to support our growing community of directors, teachers, and parents. We are looking for team members who are passionate about educating customers about a product and finding solutions for their pain points. You will be on the front line communicating directly via email, chat, and phone calls with schools and parents.  You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements. 

We’re looking for someone with experience in customer service, preferably with exposure to technical troubleshooting. Ideally, this is someone who can empathize with the daily experience of a teacher or a parent of young children.

What You’ll Do:

• Develop expertise in the platform and become a subject matter expert for our customers, keeping on top of updates in each release
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate, and resolve technical or usage issues
• Communicate clear and concise instructions via live chat, email, and phone to Administrators, Teachers, and Parents
• Assisting multiple interactions at once effectively and efficiently
• Exhibit basic customer service skills such as empathy towards customers 
• 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

What We Expect From You:

• High proficiency in written and spoken English (C-2)
• Mid-level expertise with technical knowledge and background
• Be able to express empathy and communicate politely with a friendly demeanor toward customers
• 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:

• Hybrid working arrangements
• 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].