Financial Services - Customer Support Specialist III

Role Details
Level: 3
Type of Support: Phone and Ticket Support
Contract Type: Full-time
Training Schedule: To be determined
Work Schedule: To be determined
Work type and Location: Hybrid in Tegucigalpa or San Pedro Sula (2 times a week work from the office)
Start Date: October 7, 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.

About The Role

We are seeking a highly skilled and experienced Customer Support Specialist Level 3 preferably with technical background to join our team. The ideal candidate will have a strong ability to critically read and analyze complex user issues, navigate nuanced situations, and make subjective judgment calls. This role requires excellent communication skills to effectively surface questions and collaborate with other teams.

What You’ll Do:

• Perform accurate data entry in various databases.
• Navigate and become comfortable with strange and complex databases.
• Identify the correct points of contact using reference materials and request work to be done clearly and succinctly.
• Ensure compliance with industry standards and internal rules by understanding and adhering to compliance guidelines.
• Utilize tools such as crawlers to find errors, troubleshoot causes, and request fixes, ensuring the integrity of our data.
• Handle basic account requests, including processing account closures and updating personal information.
• Answer general product questions related to the NerdUp secured card, potentially providing phone support as needed.
• Manage subscription cancellations and respond to all program-related questions included in the Support Guide.
• Communicate effectively with support teams to resolve points of confusion via shared Slack channels and weekly meetings.
• Utilize Jira to interact with members of your team and other teams as well as keep track of your queue shifts each day.

What You Bring To The Table

• Minimum of 2-3 years of experience in a customer service or technical support role.
• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment - must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Experience in customer support roles, particularly in financial products or services, is preferred.
• Strong organizational skills and attention to detail.
• Strong conflict resolution skills and even temperament in challenging situations.
• Understanding of active listening techniques.
• Comfortable using a computer.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required by business needs.

What You'll Get in Return

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].