Chat and Email Technical Support SME for Property Rental Platform

Role Details
Type of Support: Email and Chat
Contract Type: Full-time
Training Schedule: Monday - Friday, 7:00 am - 4:00 pm HN | Weekends off
Work Schedule: Schedules will be assigned in a range of 6:00 am - 8:00 pm | two consecutive days off during the week and will be required to work during the weekends. The schedule will be affected by DST.
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: March 6, 2025
 

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
As a Technical Support Level II Specialist, you will be part of a skilled team dedicated to delivering exceptional customer experiences on a short-term property rental platform. In this role, you will troubleshoot and resolve technical issues for various users, including hosts, guests, and property managers, primarily via email and chat. Collaborating closely with internal teams, you will ensure timely solutions and contribute to enhancing the overall user experience through effective problem-solving and attention to detail.
This role involves high volumes and complex cases, as well as deep dives and strong troubleshooting skills. Tech savviness/proficiency is a must! 

What You’ll Do:

• Providing exceptional, friendly, and efficient customer and technical support via email and chat.
• Resolving customer concerns proactively, leveraging strong troubleshooting, reading comprehension, and problem-solving skills.
• Investigating technical issues and escalating complex customer inquiries and bugs to the appropriate contact points.
• Collaborating effectively with technical and product teams, leveraging a crowd-sourcing, team-first approach to resolve issues quickly.
• Identifying recurring customer challenges and sharing insights with the Team Lead and key stakeholders to help improve our partner’s business processes. 

What We Expect From You:

• Exceptional written and spoken English communication skills (EFSET results C1 to C2 level).
• 2+ years of experience with Customer Service and Technical Support. 
• A passion for delivering outstanding customer experiences, focusing on turning challenges into opportunities to exceed expectations.
• Technically savvy with web, computer, mobile, and SaaS platforms to support users effectively.
• Demonstrate strong independent research and troubleshooting abilities for technical issues.
• A proactive mindset with a drive to seek knowledge, ask questions, and take the initiative to find a resolution.
• Understand basic system communication principles, such as data transmission, secure logins, and system information sharing.
• Adaptability to thrive in a fast-paced and ever-changing environment, with varying work demands, efficiently handling high-volume queues whilst providing in-depth troubleshooting for complex cases.

Nice to Have

• Familiarity with short-term rental platforms such as Airbnb, Vrbo, or Booking.com.
• Familiarity with the concepts of API protocols and system integrations.

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].