Inbound and Email Customer Support

Role Details
Type of Support: Inbound calls and emails 
Contract Type: Full-time
Training Schedule: 8:00 AM to 5:00 PM, Weekends off | 2 weeks
Work Schedule: 8:00 AM to 5:00 PM, Thu - Fri 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: October 10, 2024

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

As a Support Agent Level 2, you will play a crucial role in ensuring customer satisfaction by handling incoming and outbound calls and emails, addressing queries, and providing timely and effective solutions. The role involves a combination of technical expertise, excellent communication skills, and the ability to escalate issues to Level 3 support when necessary.

The Partner is a fast-paced environment, handling calls and tickets from Clients/Companies, retailers, and end-users. We work reviewing and investigating payments from end-users, a high call volume may be expected during the end and the beginning of each month.

This is a hybrid role that will require 2 days.

What You’ll Do:

• Respond to customer inquiries via phone and email promptly and professionally.
• Provide accurate and comprehensive information regarding products/services.
• Resolve customer issues and concerns efficiently, ensuring a positive customer experience.
• Utilize in-depth product knowledge to troubleshoot and resolve customer problems.
• Offer clear and concise instructions to customers for issue resolution.
• Document all interactions in the support ticketing system, Zendesk.
• Assess and identify cases that require escalation to Level 3 support or leadership.
• Communicate the details of escalated cases to Level 3 support, including relevant information, steps taken, and the knowledge base followed. 
• Follow up on escalated cases to ensure timely resolution and customer satisfaction.
• Fill out the Self-Evaluation QA after each interaction.
• Collaborate with other support agents and cross-functional teams to share knowledge and best practices.
• Participate in training sessions to stay updated on product/service changes and enhancements.
• Monitor Frontline Tickets.

What We Expect From You:

• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• 1+ years of customer service experience, preferably supporting customers via phone or email.
• 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
• Strong conflict resolution skills and even temperament in challenging situations
• Understanding of active listening techniques
• Comfortable using a computer

What You’ll Get In Return:

• Hybrid working arrangements
• 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

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].