Udemy - Customer Support Specialist I

Role Details
Type of Support: Email, chat
Contract Duration: Regular
Training Schedule: Monday - Friday, 6:00 am - 3:00 pm CST | Saturday and Sunday off
Work Schedule: Monday - Friday, 8:00 am - 5:00 pm CST | Saturday and Sunday off
Work Type and Location: Hybrid, San Pedro Sula and Tegucigalpa
Expected Start Date: Feb 10, 2025

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
As a Student Support Associate, you will handle requests, bug reports, and various issues reported by users from the partners platform via tickets and forums. You will be the first point of contact between our existing and potential Students. We are interested in hiring individuals committed to customer satisfaction, critical thinking, reading between the lines, and the ability to make quick and accurate decisions.

What You’ll Do:

• Provide friendly, professional, and helpful responses to customer support tickets via email, chat, forums, and internal tools.
• Master the product you support, learning all its nuances, and keeping up-to-date with the latest updates and support policies.
• Troubleshoot technical issues reported by students and offer solutions or workarounds.
• Work on special short-term projects required and requested by the hiring client.

What We Expect From You:

• Excellent spoken and written English proficiency
• Amazing customer service skills
• Proactive attitude and the willingness to take the initiative without being asked to
• Strong attention to details
• Ability to quickly communicate through accurate and timely typing
• Handle difficult conversations and challenging situations
• Ability to work without micromanagement
• Strong reading comprehension and problem-solving skills 
• More web, computer, and smartphone-savvy than the average person
• Flexibility with schedules and days off
• Ability to provide workarounds when a solution is not clear to the customer
• Background providing customer service via chat
• Experiencing using CRMs (like Zendesk)
• Experience using bug ticketing platforms (like JIRA)

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].