Emails Support Specialist ll

Role details
Type of Support: Emails via tickets
Contract Type: Full-time
Training Schedule: Monday - Friday, 9:00am - 6:00pm | Weekends off
Work Schedule: Monday - Friday, 8:00am - 5:00pm | Sun - Mon off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment
Start Date: September 19th, 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

Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. As a Customer Support Representative, you are the first point of contact, representing Hatch with a friendly and personalized approach to address customer inquiries. Acting as advocates for our customers, you take ownership of issues, ensuring their feedback is heard and driving continuous improvements. Efficient workflow management is key as you navigate resources to provide timely responses and resolutions across different product complexities.
Critical thinking skills are essential for problem-solving, as not every scenario has a predefined solution. Interactions with customers prioritize authenticity, empathy, and a genuine commitment to resolving their concerns, and building trust and loyalty in our brand.

The reason you join won’t be the reason you stay.
 

What you’ll do:

• Ability to handle varying levels of customer inquiries ranging from order and product inquiries to basic to moderate technical troubleshooting 
• Meeting customer service KPIs defined by the partner 
• Consistently achieve individual and departmental goals 
• Strong comprehension of all policies and procedures
• Be resourceful by working cross-functionally to solve complex customer inquiries
• Close the feedback loop by sharing valuable customer insight across all departments
• Escalating common trends from emails and chats to ensure swift action is taken
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
• Strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Ensuring satisfaction metrics such as CSAT reflect our commitment to excellent customer interactions

What we expect from you:

• Strong interpersonal skills, customer orientation, and ability to adapt/respond to many different types of personalities. 
• Strong written and verbal communication skills. 
• The ability to write clear and concise correspondence using correct spelling, grammar, and formatting is a must.
• Strong record-keeping and analytical skills - be able to improve processes over time. 
• Strong phone contact handling skills and active listening. 
• Ability to multitask, prioritize, and manage time effectively. 
• Strong problem-solving and critical-thinking skills. 
• Attention to detail and diligence are a must
• Track record of high-achieving attitude. 
• Customer empathy oriented, ensuring customers feel heard, valued, and reassured, while actively acknowledging their feedback for continuous improvement.
• Managing and processing customer cases until resolution/escalation according to priority and case lifespan with excellent spoken and written English skills. 
• Solid understanding of software and hardware troubleshooting and product support experience (IoT, preferred)

What you will get in return

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• 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].