Overnight Customer Experience Specialist II

Summary

Join PartnerHero's Customer Support Teams as a full-time remote employee based in San Pedro Sula or Tegucigalpa, Honduras. This role involves providing live chat and email support, requiring excellent English skills and 1+ years of experience in customer and tech support with a technical aspect. You will be responsible for answering customer questions, escalating issues, and improving processes. The position offers a competitive salary, generous paid vacation, attractive benefits, training opportunities, and a supportive company culture. While remote, you'll need to attend the office two days a week for initial training. The work schedule is either 11:00 pm - 8:00 am or 7:00 pm - 4:00 am, Monday to Friday.

Requirements

• 1+ years of experience in customer and tech support roles with a technical aspect beyond basic support
• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• B2B and SaaS experience
• Excellent problem-solving and communication skills
• Ability to maintain composure and focus under pressure in challenging situations
• Ability to replicate issues on their accounts to determine if an issue is a bug or expected behavior
• Back-end experience in technical troubleshooting and database management
• A self-starter mentality with an emphasis on continuous learning and initiative in seeking out and implementing solutions

Responsibilities

• Serve as a first responder for inbound communication through our site
• Answer customer questions and provide how-to help on capabilities, with a focus on reducing customer effort and furthering product knowledge
• Escalate and diagnose software issues; work with our product and engineering teams to solve complex product issues
• Follow site issues to resolution and customer satisfaction
• Proactively reaching out to customers who show signs of user error
• Identify processes that need to be improved and evolved
• Maintain expert product knowledge and stay well informed of new and existing features

Preferred Qualifications

• Familiarity with Public Relations Industry and Boolean Searching
• Previous experience working after-hours

Benefits

• 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