Tech Support Hero

Role Details

Type of Support: Phone, chat and email
Position type: Permanent
Training Schedule: Monday to Friday; 8:00 am - 5:00 pm | 2 weeks
Work schedule: Thursday to Monday; 8:00 am - 5:00 pm (subject to change with daylight savings) | Tuesday and Wednesday off 
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Expected start date: May 22, 2025
About Us
PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.
Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.
As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role
Do you like helping others?  PartnerHero is looking for talented folks to join our Technical Support teams. We have a range of opportunities available for people who have built a career in the technical support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our Partner. As a PartnerHero employee, you’ll have the support you need to develop and grow your career. 
A successful candidate is able to think creatively and embody our customer-first mentality as you offer guidance and knowledge on the program.
The reason you join won’t be the reason you stay.
What you’ll do:

• Provide support to customers via phone calls and emails, with service level and customer satisfaction as top priorities
• Respond to and resolve support requests with a high level of care, curiosity, and empathy
• Troubleshoot issues across multiple platforms and collaborate with teammates to identify solutions
• Diagnose software and hardware issues, providing solutions, alternatives, and creative ideas when needed
• Communicate effectively with the product team to resolve issues in a timely manner
• Help customers solve problems using strong troubleshooting, reading comprehension, and problem-solving skills
• Educate customers and users on how to use the products and services
• Proactively communicate possible solutions to common customer problems
• Escalate tickets promptly when unable to resolve them
• Escalate bugs or issues with web and mobile applications, and follow up with users once the issue is 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

• A minimum of 1 year of experience in customer 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 will get in return

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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].