Role Details
Type of Support: Email and phone support 
Required Languages: Advanced level in English and French
Contract Duration: Full-time
Position type and schedule: To be determined 
Work type and Location: Work from home in Cape Town, South Africa
Expected start date: May, 2024
About The Role

We are seeking a curious and motivated Technical Support Specialist to join our team and provide exceptional support to our users. As a Technical Support Specialist, you will troubleshoot product malfunctions and educate customers across channels such as emails and phones. 

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.
You’ll Be…

• Providing excellent, friendly, and positive technical support in English and French via email, and phone
• Responding and resolving troubleshooting issues that might include: 
• Addressing documentation discrepancies
• Updating outdated firmware

• Resolving issues such as lack of green coax light and power failures
• Managing end-of-support devices
• Ensuring stable network connections
• Handling advanced configurations
• Collaborating with the sales team as needed
• Proactively seek guidelines for future references
• Diligently guiding the customers through basic troubleshooting according to our procedures, processes, and standards. 
• Being able to follow warranting according to our policies 
• Ability to identify when issues require escalation based on complexity
• Identifying trends across support channels to help product teams understand what areas are in most need of improvement

What You Bring To The Table

• 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
• Average system-level troubleshooting skills (e.g. OS, network, browser, software, hardware)
• Possess critical thinking, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills
• Excellent time management, procedural documentation skills, organizational skills, communication skills, and customer care skills
• Comfortable with using technology to work with a globally distributed team
• Experience in Salesforce is a plus 
• Ability to multitask, work autonomously, and meet deadlines
• Be able to maintain calm, patience, and professionalism during your interactions with the customers

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical subscription, meal tickets and work-from-home allowance
• 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

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity. 

Read more about our Core Values and story here.