Technical Support Specialist III

Role Details
Contract Duration: Permanent
Training Schedule: 08:00 AM - 05:00 PM, Mon-Fri (Sat & Sun OFF)
Production Schedule: To be determined
Work Type and Location: Hybrid, San Pedro Sula or Tegucigalpa
Expected Start Date: September 26, 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

The Technical Support Team works closely with a wide range of innovative and impressive Enterprise-level customer accounts to unlock their business objectives and ultimately realize the value.

As Technical Support Specialist, you will answer technical product questions, troubleshoot customer needs, and work closely with our business partners and Customer Success Managers.

An ideal candidate has strong analytical and problem-solving skills, technical aptitude, and strives to articulate complex workflows simply and clearly. They will enjoy working independently and in-partnership, are comfortable navigating ambiguity and managing expectations, and can quickly master new technologies and technical-concepts. 

Offering weekend customer support is an important initiative to deliver better customer experiences. As the initial hires for this new shift, we are looking for candidates who are autonomous, strong proactive communicators, and have resilient problem solvers. Candidates applying to this role should be able to work on Saturday and Sunday.

What you'll do...

• Identify customer needs and quickly develop solutions to answer customer questions
• Troubleshoot technical issues related to Airtable and integrated enterprise systems
• Educate customers on Airtable products and programs to enable best business practices
• Partner with cross-functional teams including Customer Success, Product, and Engineering to escalate and resolve customer needs
• Document and continuously improve best practices, team-resources, and SOPs

What we expect from you:

• A love for Airtable and past experience with the product (personal or professional!)
• Passion and experience in delivering an high quality, personal, customer support. An ability to consistently deliver, provide-feedback-on, and hold yourself accountable to support targets
• Strong written, verbal communication, and presentation skills
• Demonstrated resilience, creativity, and analytical thinking in problem solving
• A teaching and learning mindset
• Experience working with enterprise technology (e.g. Salesforce, Confluence, Gsuite, Jira, Zendesk)

What you will get in return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• 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].