Technical Support Specialist - PartnerHero

Role Details
Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00am  - 5:00pm | Weekends off
Work Schedule: Monday - Friday, 11:00am - 8:00pm | Weekends off
Work type and Location: Remote, Residing in Oregon, Washington, Michigan, Idaho, North Carolina, Florida, Texas, and Virginia  
Start Date: January 20, 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 the US (Location: Oregon, Washington, Michigan, Idaho, North Carolina, Florida, Texas, and Virginia, United States).

The individual filling this role will be an important customer support team member, supporting one of our technological partners who is a global manufacturing company producing hardware and software across a number of industries. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to deliver customer support while following our partner’s policies and procedures. This candidate must earn the trust of our partner and is expected to interface and work collaboratively with program leadership and team members, as well as the partner’s internal support and success teams.

This is a remote role.

What You’ll Do:

• Intercept incoming call volume to triage, respond to, or escalate cases 
• Employ support ticket/knowledge-base tool for customer incident reporting, tracking, and resolution
• Ticket resolution- through experience, knowledgebase search, ticket search, and  expert collaboration 
• New ticket qualification and evaluation - resolution or escalation
• Validate ticket data field entry, portal, and CRM desktop entry
• Enforce ticket handling policies - SMA, training requirements, levels, etc.
• Encourage customers to use the support portal and knowledgebase.
• Develop product knowledge via HMU, Classroom coursework, scheduled training, and higher-level support.
• Other tasks related to Tech Support
• Supports and participates in continuous improvement activities that positively affect quality, productivity, customer satisfaction, or other improvements as identified by management

What We Expect From You:

• Passionately care about our partner’s services and the role they play in making a customer-centric team successful
• Awareness to prioritize customer impacting issues and to know when something requires technical specialist visibility
• Expertise and proficiency in multi-window and multi-application settings; candidate must be able to efficiently navigate to various tools and resources in a timely manner
• Confident and collaborative communicator with contact center and telephony/ticketing support experience
• Heavy reliability on people skills and proficiency for problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations without compromising the customer experience
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule required
• Infectious ambition, positivity, and engagement, and the desire to provide customer support to our partner’s end-users within the technology industry

What You’ll Get In Return:

• 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 careers@partnerhero.com.

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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