PartnerHero is hiring a
Customer Support Specialist I

Summary

The job is for a full-time Support Agent Level 1 position at PartnerHero, offering hybrid work arrangements in Tegucigalpa or San Pedro Sula. The role involves phone and ticket support, with a focus on customer service, troubleshooting issues, effective communication, collaboration, documentation, and maintaining a positive company culture.

Requirements

• Savvy with web, computer, and smartphones
• Able to work independently and collaboratively
• Strong detail-oriented with verbal and written communication, documentation, and probing questions - for handoffs and escalation processes
• Passionate for expert support and desire to do the right thing
• Able to listen, empathize, and help improve the customer experience
• An experienced contributor or leader with consumer or business accounts for an internet product or service

Responsibilities

• Handle incoming calls from third-party partners professionally and courteously
• Listen actively to understand the issues and concerns raised by clients/Merchants, Retailers, and end-users
• Quickly and accurately identify problems reported by clients/Merchants, Retailers, and end-users
• Utilize troubleshooting techniques to resolve issues efficiently
• Document all relevant information regarding reported problems for future reference
• Communicate technical information to non-technical third-party users
• Provide step-by-step guidance for issue resolution
• Escalate complex issues to higher-level support as needed
• Educate clients/Merchants, Retailers, and end-users based on the knowledge base
• Collaborate with internal teams to resolve escalated issues promptly
• Contact Client/Merchant via email/Calls based on the issue presented
• Maintain detailed and accurate records of all interactions with clients/Merchants, Retailers, and end-users
• Document common issues and solutions to contribute to the knowledge base

Benefits

• Flexible 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
• Competitive retirement benefits
• 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