Implementation Specialist

Role Details
Position type: Full-time 
Work type and Location: Hybrid; Metro Manila
Expected start date: Feb 6, 2024

About The Role

PartnerHero builds remote customer experience solutions for many exciting and young companies. We see a growing need to support internal systems and are looking for an experienced technical implementation specialist to implement and administer modern help desk tools such as Zendesk, Gorgias, and Intercom as well as assist with the implementation of other support-related tools. Any amount of Salesforce Service Cloud experience would be a large benefit.

In this role, you’ll be working with a team of implementation specialists supporting our Partners’ help desk systems. Our team works closely with our Partners to drive, build, and deliver value and improve Customer Experience and Agent efficiency. Most of your team will be based in Latin America, the Philippines, and the United States. 

We are looking for bright, motivated, articulate, detail-oriented candidates with a desire to help and coach your team to exceed our partner’s expectations.

You’ll Be...

• Setting up, configuring, and changing administrative settings for the helpdesk and other tools on behalf of our Partners
• Debugging or troubleshooting workflow errors in a system and providing recommended solutions
• Scoping and discussing potential improvements and solutions with the Partner points of contact
• Completing and Tracking work being performed in a timely manner and setting appropriate expectations
• Observing potential improvement opportunities and recommend solutions before the partner requests them
• Providing advice to customers as requested on tools and settings that may benefit them
• Seeking opportunities consistently to serve the partner (and your team) better and follow through on implementation
• Reflecting PartnerHero’s core values in everything you do (humility, ownership, growth, care for others, and manifest trust)

What You Bring To The Table

• Excellent written and spoken communication skills
• Extensive experience in a Helpdesk solution (especially Zendesk) both hands-on and in system design (Administration)
• Experience with Salesforce Service Cloud
• 4+ years of technical CS, implementations, or operations experience
• Amazing customer service sensibilities
• Track record of building relationships with stakeholders
• Proficiency in G-Suite/MS Office (gSheets/Excel is a must)
• Ability to implement CRM triggers and automation, and to utilize webhooks
• Tech-savvy and willing to learn new products
• Highly reliable and wonderful to work with
• You’re excited to work in a fast-paced, dynamic startup environment
• Nice to have
  • Zendesk, Salesforce Service Cloud, or Gorgias Certification
  • Certifications or experience with Salesforce or other CRMs / Helpdesks
  • Be able to support and work at the API level between Helpdesk solutions and other software suites / Rest APIs
  • Strong knowledge of the Helpdesk ecosystem, with experience/opinions on multiple tools
  • Experience in a Support Engineer role
  • Experience with data analytics

What We Provide

• Full-time with the potential for overtime if requested by Partner
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options, sabbatical leave for tenured employees
• Access to free posture-based fitness workouts from home
• 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 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bento box. 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.

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