Customer Support Specialist III

Role Details
Type of Support: Email, chat, and phones
Contract Duration: Full-time
Training Schedule: Open Schedule Availability
Work Schedule: Open Schedule Availability
Work Type and Location: Hybrid in San Pedro Sula or Tegucigalpa (work two times a week from the office)
Expected Start Date: December 5th, 2024
About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

The Role
We are looking for a Customer Support Associate who is motivated to support a new partner in the education field. This new partner strives to create a quality onboarding experience for our substitute teacher candidates! Their mission is to deliver wow to schools and subs, by genuinely caring about schools and substitute teachers, going above and beyond to anticipate their needs, exceed their expectations, and make their lives better.
An ideal candidate is a fast learner, detail-oriented, and values effective communication with their team. To succeed in this role, you should be adaptive and able to work in a dynamic, highly interactive, and innovative environment. You also uphold and live out Swing’s core values of collaboration, transparency, continuous learning, and commitment to diversity & inclusion.
 

What You’ll Do:

• Provide high-quality, efficient, and helpful responses to customer requests through channels like Zendesk emails/tickets and chats.
• Proficient with Excel.
•  Communicate trends in user pain points to the internal lead.
• Use tools and knowledge base efficiently to maintain low ticket processing time.
• Triage tickets to appropriate teams.
•  Process Excel file ‘bulk uploads’ into the back end system every two hours.
• Attention to detail is a must.
• Ability to handwrite responses and not rely on macros.
• Ability to use critical thinking and problem-solving skills.
•  Data entry (use one system to enter info into another)

What We Expect From You:

• At least 5 years of experience in Customer Service via tickets and phone calls
  Excellent English - both written and verbal communication skills.
• Commitment to diversity and inclusion in working with diverse teams. 
• Excellent communication and interpersonal skills.
• Detail-oriented and able to keep tasks organized. 
• Outstanding time management and prioritization skills, particularly in a dynamic rapidly changing work environment.
• Comfortable with multitasking, and ability to accomplish numerous tasks in an effective and timely manner.
• Ability to grasp concepts and follow directions independently.
• Good judgment and the ability to handle sensitive and confidential information with discretion.
• Curiosity and desire to learn, ask questions, and grow from mistakes.
• You consider yourself a technology enthusiast and enjoy learning how to use new technology tools. 
• Passion for education and supporting educators is a plus.
• Experience with automation tooling (such as Zapier) is a plus.
• Ability to multitask between systems 

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

tnerhero.com.