Customer Support AssociatePartnerHero

Customer Support Associate
PartnerHero helps some of the best startups in the world build global teams of customer service professionals.
We have amazing associates in 17 different countries around the world, and we're just now beginning to look for amazing customer service professionals in the Philippines to join our global community.
We have amazing clients (aka partners) including some of the world's best tech startups. The opportunities you find with PartnerHero you will not find anywhere else!
Excellent (near-native) written & spoken English is required for this job.
JOB TYPE: Full-time
HOURS: Day to Midshift
LOCATION: Manila
About PartnerHero: This isn't your average outsourcing company. We are focused on quality and cultural alignment between us and our partners (most of them US-based tech startups). We want to provide an amazing employee experience and we only hire the best of the best! If you're ready to find a fun and progressive new workplace to call home, we would love for you to apply. RESPONSIBILITIES
Provide in-depth product support with a focus on delivering an amazing customer experience
Respond to customer inquiries via email, chat, text, and sometimes phone
Master the product you support, learning all of its nuances and keeping up-to-date with the latest updates and support policies
Troubleshoot technical issues reported by customers, offer solutions, and file detailed bug tickets for any undocumented issues you vet and confirm
Keep track of common pain points and feature requests that customers express and surface these insights regularly
Regularly suggest new help articles and canned messages that can be used to address common customer questions
REQUIREMENTS
2+ years Customer Service experience in a quality focused program (if you don't have this, you may be eligible for a Tier 1 role)
Experience using customer support tools (e.g., Zendesk or something similar)
Excellent written English
Amazing customer service sensibilities
Proactive attitude
Strong reading comprehension and problem-solving skills - great Support Heroes know how to "read between the lines" to give customers the help they need
More web, computer, and smartphone-savvy than the average person
The desire to stretch yourself and learn new skills
Bonus points: (If you don't know these things already, you'll need to learn them on the job)
You have a basic understanding of HTML and CSS
Experience using bug ticketing platforms (like JIRA)
Your performance is measured by looking at:
Customer satisfaction ratings
Total support tickets resolved, weekly and monthly
Your reliability and self-management
Your proactive attitude toward ticket handling and suggesting improvements to the customer experience
Whether your work reflects PartnerHero's core values (humility, ownership, growth, and care)
Compensation:
Competitive salary compensation based on experience
Payment in US Dollars
VERY IMPORTANT: The application process at PartnerHero is in-depth because we only hire truly dedicated individuals. Please take your time to make sure your application is the best representation of your skills and personality.
PRIVACY NOTICE
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