Helpdesk Specialist

Type of support: Omnichannel (email, CRM, Microsoft Teams calls)
Contract duration: Full-time
Work type and location: Hybrid - San Pedro Sula or Tegucigalpa
Schedule: To be disclosed
Expected start date: May 2, 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 seeking a talented Technical Support Engineer to join our team. You’ll be providing business-to-business (B2B) technical support to enterprise customers through tickets (email and CRM) and supporting live calls. You will work with a global team, solving technical customer issues on a daily basis across different time zones.

Cases will involve in-depth server troubleshooting, extensive software investigation, along with above-and-beyond empathy. A successful candidate will work proactively and independently.

Your role with PartnerHero is a hybrid role.  Consistent with our hybrid work model, you will be required to work in the Honduras office for your first 60 days of employment. After your first sixty (60) days, your supervisor will provide you with a set schedule, including which days you will work in our Honduras office and which days will be from a remote home office.

What you’ll do

• Provide business-to-business technical support
• Troubleshoot server and software installation issues
• Speak with enterprise customers over the phone
• Manage support tickets and CRM data

What we expect from you

• Experience in providing technical customer support
• Knowledge of advanced troubleshooting with Windows Server 2008 – 2019
• Knowledge of basic troubleshooting and installation with SQL Server 2012 – 2019
• Basic to intermediate familiarity with Adobe InDesign and Photoshop
• Skills using logic and working with databases
• Familiarity of basic design languages (HTML, CSS, Javascript)
• Experience in both Windows and macOS server environments
• Excellent reading comprehension
• Demonstrated empathy and customer service skills

What you’ll get in return

• 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
• Access to free posture-based fitness workouts from homePaid 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 equal employment opportunity 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].

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.