L2 Technical Support Specialist | Hybrid Set-Up

Role Details
Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Permanent
Work type and Location: Hybrid, Metro Manila
Target Start Date: March 2025
About The Role
We are looking for a Technical Support Specialist to join our team. This person will provide Assistance to the customers with technical issues related to software, hardware, and other technology products. The role is crucial in ensuring customer satisfaction by resolving problems efficiently and providing excellent service.
The ideal candidate must have technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally.
What You'll Do:

• Customer Assistance
  Provide courteous and effective technical support via phone, email, or in-person.
  Diagnose and troubleshoot software, hardware, and network issues.
  Guide customers through problem-solving steps or escalate issues as needed.
• Issue Resolution
  Research and resolve technical problems promptly.
  Document technical inquiries and solutions accurately.
  Follow up with customers to ensure issues are fully resolved.
• Technical Knowledge
  Stay updated on product information and changes.
  Assist in testing new technologies and updates.
  Collaborate with team members to improve support processes.
• Customer Education
  Educate customers on product usage to prevent future issues.
  Maintain a thorough understanding of products and services.
• Quality Assurance
  Participate in quality assurance activities.
  Contribute to technical documentation and knowledge base.

What we Expect from you:

• 2 years previous experience in technical support or a related field.
• Proficiency in troubleshooting software, hardware, and network problems.
• Strong communication and problem-solving skills.
• Ability to work independently and in a team environment.
• Familiarity with ticketing systems and remote support tools.
• Ability to explain to a non-technical person in a way they will understand

Bonus Points if you Have:

• Previous quality monitoring experience.
• Previous Business Process Improvement experience.
• Previous work experience at a startup.
• Strong remote working experience

What you Will Get in Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options 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
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.