Modern Payment Platform - Customer Support Specialist I

Role Details
Type of Support: Omnichannel (Emails and Inbound calls)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00 AM - 5:00 PM | Weekends Off
Work Schedule: Saturday - Wednesday, 8:00 AM - 5:00 PM | Thursday & Friday Off
Work type and Location: Hybrid in Tegucigalpa or San Pedro Sula (2 times a week work from the office)
Start Date: March 6, 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.

About The Role

At PartnerHero, as a Customer Support Associate I, you will be responsible for providing excellent customer service, troubleshooting issues, and ensuring the resolution of problems encountered by our valued external partners. This role demands strong communication skills and commitment to delivering exceptional support. You demonstrate key characteristics such as responsibility, reliability, process knowledge, organizational skills, time management, a positive attitude, and openness to feedback. 

What You’ll Do:

• Inbound Call Management:
  • Handle incoming calls from third-party partners professionally and courteously.
  • Listen actively to understand the issues and concerns raised by clients/Merchants, Retailers, and end-users. 
  • Issue Identification and Troubleshooting:
    • Quickly and accurately identify problems reported by clients/Merchants, Retailers, and end-users.
  • Utilize troubleshooting techniques to resolve issues efficiently.
  • Document all relevant information regarding reported problems for future reference.
• Effective Communication:
  • Communicate technical information to non-technical third-party users
  • Provide step-by-step guidance for issue resolution.
  • Escalate complex issues to higher-level support as needed.
  • Customer Education:
    • Educate clients/Merchants, Retailers, and end-users based on the knowledge base.
• Collaboration:
  • Collaborate with internal teams to resolve escalated issues promptly, following priority guidelines for low, normal, and high urgent. 
  • Contact Client/Merchant via email/Calls based on the issue presented. 
• Documentation:
  • Maintain detailed and accurate records of all interactions with clients/Merchants, Retailers, and end-users.
  • Document common issues and solutions to contribute to the knowledge base.
  • Fill out the Self-Evaluation QA after each interaction. 

What You Bring To The Table

• Embody and exemplify the PartnerHero core values on a consistent basis and set the tone for others: Be Humble, Care for Others, Take Ownership, Embrace Growth, and Manifest Trust.
• Team-oriented focus with strong collaboration skills
• Continuous improvement attitude
• Excellent relationship-building skills with the ability to communicate effectively to customers
• Flexibility to schedule changes
• Energetic and customer service-driven

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].