Technical Support Specialist

Summary

Join PartnerHero as a temporary remote email support specialist in Brazil! This 6-month contract role focuses on providing excellent customer support via email for back-to-school support queues. You will master our product, troubleshoot technical issues, contribute to our knowledge base, and gather customer insights. The ideal candidate possesses 1+ years of customer-facing technical support experience, excellent Portuguese (BR) communication skills, and a proactive attitude. PartnerHero offers a competitive salary, generous paid vacation, attractive benefits, training opportunities, and a supportive company culture.

Requirements

• 1+ years of experience in customer-facing technical support
• Excellent written and oral communication that you can adapt to a variety of audiences
• Excellent Portuguese (BR) skills spoken and written
• Ability to work through new technical issues for a constantly evolving product
• Proactive attitude and ability to work remotely
• Skilled at explaining technical problems succinctly and clearly
• Knowledgeable of service level expectations and strive to meet or exceed them without compromising the customer experience
• Profound understanding of troubleshooting platform issues; not intimidated by technology

Responsibilities

• Respond to customer emails with empathy and attentiveness; providing thoughtful answers to complex situations while minimizing the customer’s effort
• Master the product, learn all of its nuances, and keep up-to-date with the latest updates and policies
• Manage technical issues by troubleshooting, researching, and working with the internal technical team to resolve Investigating/reproducing issues and reporting bugs to engineering if necessary
• Contribute to the customer knowledge base and internal documentation
• Acquire and communicate customer insights and document them within our feedback channel

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