Edtech - Technical Support Specialist I

San Pedro Sula or Tegucigalpa, Honduras

Full Time

Customer Success

Mid Level

Role Details

Contract Duration: Permanent, Full - time
Training Schedule: To be Determined
Work Schedule: To be Determined
Work type and Location: San Pedro Sula or Tegucigalpa
Expected start date: April 10th, 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
We are seeking a curious and motivated Technical Support Specialist to join our team and provide exceptional support. As a Technical Support Specialist, you will troubleshoot product malfunctions and educate customers across multiple channels, including emails, chats, and web forms.

We value clear communication, the ability to think on your feet, and strong troubleshooting skills. We are looking for candidates who care about the details and are always looking to learn something new.

What You’ll Do:

Providing an excellent, friendly, and positive user experience via email and chat, and scheduled video meetings
Helping students and instructors solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
Responding to cases that come through Salesforce from user emails, chats, and webforms
Keeping up to date on Slack posts and responding as necessary
Escalating cases, follow through and keep internal and external stakeholders informed
Validate course errors, bugs, and other issues, and document as appropriate via Jira
Contribute to internal processes and systems to continuously improve our workflows
Support the team by executing initiatives and collaborating on projects.
Acquiring valuable user insights and sharing them with the rest of the team to improve

What We Expect From You:

Platform QA
Updating process documents
Training
Analyzing recurring user issues and creating insight reports to help our Partners make their businesses better
Team Meetings

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].

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Confidentiality Disclaimer
We value the privacy and confidentiality of our recruitment process. By participating in the recruitment process, candidates agree to the following:

*Confidentiality of Process: All information, including interview details, assessments, discussions, and any proprietary company information shared during the recruitment process, must remain confidential and must not be disclosed to any third parties without prior written consent.
*Data Protection: Personal information provided by the candidate will be used solely for recruitment purposes and will be handled in compliance with applicable data protection laws.
*Mutual Respect: Candidates are requested to respect the confidentiality of other applicants, as well as the company's policies, strategies, and internal practices shared during the process.

Failure to adhere to these guidelines may result in disqualification from the recruitment process or further legal actions if necessary.

For any questions or clarifications, please contact [email protected].

Our companies are looking for various levels of English support. The English Assessment we use comes from EF SET, it is a well-known company that provides objectively scored standardized English tests for all level learners - from beginner to advanced. Once completed with the English Assessment, you will be provided a PDF certificate by EF SET that indicates your level of proficiency and can be included in your resume or in your LinkedIn profile for future use!

Step 1. Visit https://www.efset.org/ef-set-50
Step 2. Select the "50 Min EF SET Test". Complete the assessment and download your results. This will roughly take 50 minutes to complete.
Step 3. Upload the PDF result showing your name and date for us to review. **

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Edtech - Technical Support Specialist I

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