EdTech - Technical Support Specialist

Role Details
Type of Support: Emails
Contract Duration: Temporary - 6 Months
Training Schedule: Monday to Friday, 8 am -  pm CST 
Work Schedule: Monday to Friday, 8 am - 5 pm CST 
Work Type and Location: Remote, Brazil 
Expected Start Date: May 29, 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.

The Role
We’re looking for a friendly, organized, and passionate team member to help support our current back-to-school (BTS) support queues. You’ll provide email support to our end-users in Zendesk, as well as help with a wide array of ongoing specialized projects within the team (macro creation and maintenance, app reviews, article creation, community moderation, Khanmigo (AI) support, etc).

Efficiency, attention to detail, flexibility, passion for advocating for our userbase, and ability to handle multiple projects are critical to ensuring smooth operation of the team.

What You’ll Do:

• Respond to customer emails with empathy and attentiveness; providing thoughtful answers to complex situations while minimizing the customer’s effort.
• Master the product, learn all of its nuances, and keep up-to-date with the latest updates and policies
• Manage technical issues by troubleshooting, researching, and working with the internal technical team to resolve
  • Investigating/reproducing issues and reporting bugs to engineering if necessary
• Contribute to the customer knowledge base and internal documentation 
• Acquire and communicate customer insights and document them within our feedback channel

What We Expect From You:

• 1+ years of experience in customer-facing technical support.
• Excellent written and oral communication that you can adapt to a variety of audiences. 
• Excellent Portuguese (BR) skills spoken and written
• Ability to work through new technical issues for a constantly evolving product.
• Proactive attitude and ability to work remotely.
• Skilled at explaining technical problems succinctly and clearly.
• Knowledgeable of service level expectations and strive to meet or exceed them without compromising the customer experience.
• Profound understanding of troubleshooting platform issues; not intimidated by technology.

What You’ll Get In Return:

• 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
Culture leads, and success follows. 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