About the Job
Are you passionate about resolving customers’ questions and issues with poise, positivity, and professionalism? PartnerHero is looking for a Technical Support Specialist to act as the main point of contact between our customers and our company. You play a pivotal role in ensuring our customers’ professional success and happiness.
The Role
PartnerHero is looking for talented individuals to join our phone-based Support teams based in Honduras (Location: Tegucigalpa and San Pedro Sula).
We have a range of opportunities available for people who have experience in the Technical Support space or are interested in beginning a career in customer support. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more.
What You’ll Do:
- Provide omnichannel support to customers with service level and customer satisfaction as a top priority
- Respond to and resolving support requests with a high level of care, curiosity, and empathy
- Troubleshoot issues across multiple platforms and partnering with teammates to identify solutions.
- Fact-finding, troubleshooting, diagnosing software and hardware issues, and providing solutions (as well as offering alternatives and creative ideas at times)
- Effectively communicating with the product team to fix the issue in a timely manner
- Help customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
- Educate customers and users on how to use the products and services
- Proactively communicating possible solutions to common customer problems
- Escalating tickets promptly where you’re unable to resolve them
- Escalating bugs or issues with our web and mobile applications and following up with the users once the issue has been resolved
- Relate feedback and ideas from customers to stakeholders within the organization
- Communicate professionally and thoughtfully with customers and internal teams
- Display ownership of assigned projects outside traditional Technical Support duties
What We Expect From You:
- A minimum of 1 year of experience in technical support is required, preferably supporting customers via phone and chat
- Metrics-driven and proven ability to handle a high volume of customer interactions
- Passion for Customer Experience via phone, email, and chat
- Proficiency in English, spoken and written
- Excellent written and verbal communication skills
- Savvy with web and computer. You can learn new digital platforms and software with ease
- Ability to work independently and collaboratively
- Highly adaptable, fast learner, able to work with little direction and own customer issues
- Ability to thrive in a dynamic and evolving environment - must be adaptable
- Strong conflict resolution skills and even temperament in challenging situations
- Excellent workload management and work prioritization skills (especially when many items require your attention)
- Excel at working independently and remotely with a distributed team
- Previous experience providing technical support
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].
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind.
We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
