Website PartnerHero

This job listing is about PartnerHero in San Pedro Sula, Cortés, Honduras 2022 exclusively on jobizille.com

Role Details
Type of Support: Omnichannel (Email, chat, phone)
Contract Duration: Permanent
Position type and schedule: Full-time. To be determined
Training Schedule: To be determined
Work type and Location: Remote in the US / Hybrid in San Pedro Sula/Onsite in Tegucigalpa
Expected start date: April 6th, 2023

About The Role

The Technical Support Engineerwill be on the front lines supporting one of our partners via email and video messaging. You will work on different types of support requests — how features work, troubleshooting a potential issue or bug, or just general support. Our goal is to deliver a memorable customer experience through problem-solving and knowledge of best practices.

The reason you join won’t be the reason you stay. Come join us.

You’ll Be…

Responding to support requests through our ticketing system (Zendesk) while focusing on a high-quality customer experience
Helping users navigate the platform and unlock value through education & best practices
Communicating thoughtful, customized solutions that help users become advocates
Responding promptly (within SLA requirements) to support requests
Troubleshooting and investigating support inquiries to quickly identify issues and trends
Diagnosing and escalating potential issues to higher tiers of support
Acting as the voice of the customer by translating and representing customer feedback to the internal team

What You Bring To The Table

Excellent (C2) English (spoken and/or written)
ExcellentSpanish (spoken and/or written)
1+ years of experience working with Postman, or a similar API testing tool, to execute test API calls and troubleshoot API-based customer issues
1+ years experience with HTML, CSS, Javascript
1+ years experience preferably with Ruby/Ruby on Rails or other programming languages like Java or C
Capable of troubleshooting technical issues by implementing critical thinking & logic
Provide excellent support and have at least 2 years of experience in SaaS B2C/B2B
Have a great camera presence and love engaging with customers through video
Excel at working independently and remotely with a distributed team, while handling a high volume of support conversations

What We Provide

Hybrid workplace – depending on the partner, role, management, and/or personal workspace
Full-time with the potential for overtime if requested
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

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 Bentobox. 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.

Company: PartnerHero

Vacancy Type: Full Time

Job Location: San Pedro Sula, Cortés, Honduras

Application Deadline: N/A

Apply Here

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