Overnight Customer Experience Specialist II

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PartnerHero

📍Remote - Honduras

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
This job is filled or no longer available