Technical Support Specialist II

Summary

Join PartnerHero as a Technical Support Specialist and be on the front lines supporting one of our partners via email and video messaging. You will handle various support requests, troubleshoot issues, and ensure a memorable customer experience. This role requires excellent English communication skills, technical troubleshooting abilities, and at least two years of experience in SaaS B2C/B2B support. You'll need strong camera presence and the ability to work independently and remotely. In return, you'll enjoy flexible working arrangements, a competitive salary and benefits, paid sabbatical leave, and various training and development opportunities.

Requirements

• Excellent (C2) English (spoken and/or written)
• Capable of troubleshooting technical issues by implementing critical thinking & logic
• Provide excellent support and have at least 2 years of experience in SaaS B2C/B2B
• Have great camera presence and love engaging with customers through video
• Excel at working independently and remotely with a distributed team, while handling a high volume of support conversations

Responsibilities

• Responding to support requests through our ticketing system (Zendesk) while focusing on a high-quality customer experience
• Helping users navigate the platform and unlock value through education & best practices
• Communicating thoughtful, customized solutions that help users become advocates
• Responding promptly (within SLA requirements) to support requests
• Troubleshooting and investigating support inquiries to quickly identify issues and trends
• Diagnosing and escalating potential issues to higher tiers of support
• Acting as the voice of the customer by translating and representing customer feedback to the internal team

Benefits

• Flexible working arrangements
• Competitive Base Salary and 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