Customer Support Specialist II - BS

Role Details
Type of Support: Mostly tickets; occasional chats and follow-up calls
Contract Duration: Permanent
Training Schedule: 2 weeks, Monday - Friday, 6:00 am - 3:00 pm HN Time | Sunday / Monday off
Work Schedule: Tuesday - Saturday, 10:00 am - 7:00 pm HN Time | Sunday / Monday off
Work Type and Location: Hybrid, San Pedro Sula, or Tegucigalpa
Expected Start Date: January 30th, 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

The Customer Support Specialist II serves as the emissary between customers, the product development team, and management. A customer support specialist’s main goal is to assist, educate, troubleshoot, see patterns, and go above and beyond to resolve customer and platform problems. They collect useful customer feedback and ideas communicating them up the chain to the management. A customer support specialist is resourceful, patient, helpful, technically savvy, and friendly. They work well as part of a team, treat customers and coworkers alike with the highest respect, and search for new ways to improve the customer experience, improve themselves, and make us a more profitable and unique business.

What You’ll Do:

• Proactively charming current users and driving engagement by solving any problems that might arise, and answering their product-related inquiries through email, chat, and phone
• Actively engaging potential new users by selling the product in an inviting way by highlighting current features of the product and enhancements soon to come
• Providing artists (whether a user or not) with advice on how to best achieve their professional goals by leveraging the company’s impressive amount of expertise
• Troubleshooting technical problems on the platform while working with the customers to identify and confirm the issue
• Effectively communicating with the product team to fix the issue in a timely manner
• Relating bug reports, feedback, and ideas from customers to stakeholders within the organization
• Proactively communicating possible solutions to common customer problems
• Displaying ownership of assigned projects outside of traditional Customer Support duties- we don’t just want you to be a worker drone, we want to get you involved in other areas of the business to further develop your career

What we expect from you:

• Strong English proficiency, spoken and written
• You are focused and understand the importance of effective, warm, professional, and timely communication
• You possess empathy and can identify with users who may be frustrated, and you are able to calm them while addressing their issues
• You possess a measure of tech-savvy beyond that of an average tech user and are no stranger to browsers, operating systems, and connectivity issues. You can learn new digital platforms and software with ease
• You can easily determine all the necessary details to troubleshoot an issue, and easily map out all the avenues of testing to determine the source of a technical problem
• You are self-motivated and are able to self-manage. You display ownership and are capable of seeing both day-to-day tasks and larger projects through to completion with little oversight

What You'll Get in Return

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• 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

Culture leads, 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

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].