Technical Support Specialist

Role Details
Type of Support: Email & Social Media
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends Off
Work Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends Off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa
Start Date: January 9th, 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
We are seeking a curious and motivated Technical Support Specialist to join our team and provide exceptional support to our users in the English and Spanish markets. As a Technical Support Specialist, you will troubleshoot product malfunctions and educate customers across multiple channels, including email and social media. You will work with the development team to report and document bugs, identify trends, and provide feedback to improve our products and services.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.
You will solve support cases that include in-depth server troubleshooting, extensive software investigation, plus above-and-beyond empathy. It’s required that you be very disciplined in working autonomously and that you be determined, self-directed, and driven.
 

What You’ll Do:

• Respond to and resolve support requests with a high level of care, curiosity, and empathy across multiple channels (email, social media, etc.)
• Troubleshoot issues across multiple platforms/products and partner with teammates to identify solutions
• Report and document bugs with products and work with development teams to find workarounds
• Report and document any product feedback coming from the users of our premium products
• Identify trends across support channels to help product teams understand what areas are in most need of improvement
• Time and work efficiency to reply to users under given timeframes (SLA)
• Effective communication skills with team members and the development team

What We Expect From You:

• Proven work experience in technical troubleshooting and similar
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Good understanding of computer systems, browsers, mobile devices and other tech products
• Strong system-level troubleshooting (e.g. OS, network, browser, software, hardware)
• Familiarity with computer systems, browsers, mobile devices, and other tech products
• Average system-level troubleshooting skills (e.g. OS, network, browser, software, hardware)
• Fluent in English and Spanish, both written and spoken
• Possess critical thinking, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills
• Comfortable with using technology to work with a globally distributed team
• Ability to work autonomously and meet deadlines

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].