Visual Business Workspace - Customer Support Specialist II

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
Work type and Location: Hybrid, Metro Manila
Expected start date: ASAP
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 looking for a dynamic, well-versed Customer Support Specialist II to provide customer support for one of our partners. We are looking for expertise in how to handle and provide friendly and helpful responses to customer support tickets via email and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority. Does this sound like you?

Well, join us and experience the ability to bring your true self to work every day!
 

What you'll do...

• Be a power user of the platform and acquire a thorough understanding of the product and internal systems
• Critically analyze and respond to customer inquiries focusing on product how-to requests, login issues, basic billing questions, and simple troubleshooting.
• Collaborate within and outside of your team to share user feedback and improve the product
• Troubleshooting technical issues reported by customers, offering solutions, and filing detailed bug tickets for any undocumented issues you vet and confirm
• Keeping track of common pain points, and feature requests that customers express
• Regularly suggesting new help articles and canned messages that can be used to address common customer questions
• Attend to phone calls (inbound and outbound) if required
• Connect and solve customer issues via multiple mediums of communication including voice, chat, and email
• Follow communication procedures, guidelines, and policies
• Other tasks that may be assigned from time to time

What we expect from you:

• High proficiency in written English (С2)
• 1-3 years of experience in a customer service-based role. SaaS experience is a huge plus
• An effective collaborator; supportive of other team members in their success
• Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions in written communication
• Ability to work in a fast-paced environment, learn quickly, and adapt to a changing product

What you will get in return:

• Location (Metro Manila) - (Hybrid)
• 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].