Technical Support Specialist III (September 5)

Role Details
Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Permanent
Position type and schedule: Full-time. Flexibility to work any shift
Training Schedule: TBD. Flexibility to work any shift
Work type and Location: Hybrid, Metro Manila
Expected start date: September 5, 2024
About The Role

We are looking for a friendly and customer-oriented Technology Support Specialist to join our team. This role involves assisting residential customers with setting up and troubleshooting home entertainment systems using MoCA technology and aiding businesses in setting up screen mirroring and video conferencing devices. While technical expertise is beneficial, certifications are not required. A basic understanding of cables, hardware, and network setups is essential.
You’ll Be…

• Help residential customers set up their home entertainment systems using MoCA technology. This involves connecting devices, setting up Wi-Fi, and making sure everything works smoothly.
• Be the go-to person for troubleshooting any issues with home entertainment systems, like poor signal or connection problems. You'll guide customers through fixing these issues over the phone or through email.
• You’ll need to have a grasp of wireless screen mirroring technologies such as Miracast, Chromecast, and Airplay. This entails understanding how these systems facilitate the transmission of device content onto larger screens without the use of physical cables.
• Offer advice and recommendations to customers on cable connections, hardware compatibility, and network setups.
• Collaborate with the team to address more complex technical issues and find effective solutions.
• Keep detailed records of customer interactions and solutions provided.

What You Bring To The Table

• Proven work experience in technical troubleshooting and similar
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Good understanding of computer systems, browsers, mobile devices, and other tech products
• Average system-level troubleshooting skills (e.g. OS, network, browser, software, hardware)
• Possess critical thinking, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills
• Excellent time management, procedural documentation skills, organizational skills, communication skills, and customer care skills
• Comfortable with using technology to work with a globally distributed team
• Experience in Salesforce is a plus 
• Ability to multitask, work autonomously, and meet deadlines
• Be able to maintain calm, patience, and professionalism during your interactions with the customers

What We Provide

• 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 

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity. 

Read more about our Core Values and story here.