Technical Support Specialist

Role Details

Type of Support: Omnichannel (Voice / Emails (Tickets)
Contract Duration: Full Time | Permanent
Training Schedule: Monday - Friday; 8:00 am - 5:00 pm EST | Weekends off
Work Schedule: Monday - Friday; 8:00 am - 5:00 pm EST | Weekends off
Work Type and Location: Remote in OR, WA, MI, ID, NC, FL, PA, or VA
Expected Start Date: August 2023

About The Role

Do you like helping others? PartnerHero is looking for a talented individual to become a brand-new Technical Support Specialist for one of our partners in the US. The individual filling this role will be an important customer/technical 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.

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

You’ll Be...

• Providing excellent, friendly, and positive customer service via email, chat, and/or phone
• Helping customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Intercepting incoming call volume to triage, respond to, or escalate cases
• Employing support ticket/knowledge-base tool for customer incident reporting, tracking, and resolution
• Providing ticket resolution- through experience, knowledgebase search, ticket search, and expert collaboration
• Validating ticket data field entry, portal, and CRM desktop entry
• Enforcing ticket handling policies - SMA, training requirements, levels, etc
• Encouraging customers to use the support portal and knowledgebase
• Developing product knowledge via HMU, Classroom coursework, scheduled training, and higher-level support
• Assisting other tasks related to Tech Support
• Supporting and participating in continuous improvement activities that positively affect quality, productivity, customer satisfaction, or other improvements as identified by management

What You Bring To The Table

• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Awareness to prioritize customer-impacting issues and 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 in 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
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• On-location training is required. You must be willing to travel for (1) business week for new hire training in Rhode Island, with the potential for additional onsite up-training within the next 12 months based on performance

What We Provide

• 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

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 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. 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.

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