Emails and Inbound - Support Specialist

Role Details
Type of Support: Omnichannel (Phones and tickets)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends off
Work Schedule: Monday - Friday, 9:00am - 6:00pm, Weekends off (2) | Saturday - Wednesday, 9:00am - 6:00pm, Thu-Fri off (1)
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
Start Date: December 12th, 2024

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
PartnerHero is looking for talented individuals to join our phone-based Customer Support teams based in Honduras (Location: Tegucigalpa and San Pedro Sula).

We have a range of opportunities available for people who have experience in the customer support space or are interested in beginning a career in customer support. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. 

This is a hybrid role that will require 2 days in office.

What You’ll Do:

• Provide support to customers via phone calls and emails, with service level and customer satisfaction as a top priority
• Responde to and resolving support requests with a high level of care, curiosity, and empathy
• Troubleshoot issues across multiple platforms and partnering with teammates to identify solutions.
• Fact-finding, troubleshooting, diagnosing software and hardware issues, and providing solutions (as well as offering alternatives and creative ideas at times)
• Effectively communicating with the product team to fix the issue in a timely manner
• Help customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Educate customers and users on how to use the products and services
• Proactively communicating possible solutions to common customer problems
• Escalating tickets promptly where you’re unable to resolve them
• Escalating bugs or issues with our web and mobile applications and following up with the users once the issue has been 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

What We Expect From You:

• 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’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].