Technical Support associate level 2 (educational tech)PartnerHero

PartnerHero is a company that is transforming outsourcing. The BPO (Business Process Outsourcing) / call center sector has seen little innovation over the past 30 years, and is perhaps better known for creating factory-like conditions that are unsustainable for employees and the businesses they serve.
That's where we come in.
Our vision is to combine professional services (outsourcing), technology (software) and insights (data) to create value and drive success for our partners. We are quality and culture first, and we build highly customized remote teams for some of the world's most exciting startups. Companies like Etsy, Udemy, Rachio, Duet, and BentoBox look to us when needing to build and scale their customer support, sales, software testing, design and general operations. We are known for our focus and expertise in supporting fast-growing startups and addressing their unique needs. Read more about our Core Values and story .
About the Role
This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for the suite of the products. The Technical Support work environment is focused on providing support to customers, partners, and colleagues both pre-and post-sale in a fast-paced environment.
A successful Technical Support Associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our Services Team needs, and delivers the highest level of client satisfaction.
What You Can Expect
Provide help via telephone, email and Livechat, ensuring all interactions are recorded in our ticketing system (Zendesk)
Prioritize and categorize tickets, ensuring issues are recorded and summarized succinctly
Follow established support processes and procedures
Manage your own ticket queue, take ownership of customer issues and ensure they're handled within our agreed timescales
Fact find, troubleshoot, diagnose software issues and provide solutions (as well as offer alternatives and creative ideas at times)
Client-focused: provide high-quality experience utilizing problem-solving and communication skills
Review and resolve invoicing, billing and payment related requests
Escalate tickets promptly where you're unable to resolve them
Communicate professionally and thoughtfully with customers and internal teams
'Wow' customers with high quality customer care, responsiveness and attention to detail
Learn our technologies 'inside out' and keep up to date with any changes, and learn about any new products
Support the wider team by sharing knowledge and help achieve high customer satisfaction with our service
You'll resolve a range of issues relating to:
Contact and data management
Domains
Ecommerce and CRM integrations
Email campaign designing and reporting
Invoicing, billing and payments
Program automations
SMS and Push notifications
What You Bring to the Table
Passion for Customer Experience via email and chat
Fantastic customer focused approach (particularly with 'VIP' Customer groups)
Excellent written and verbal communication skills
Super-analytical with supreme problem-solving abilities
Highly adaptable, fast learner, able to work with little direction and own customer issues
Technical aptitude
Dependable, motivated, self-starter, with the ability to work independently
A minimum of two years of experience in customer support is required
Excellent workload management and work prioritization skills (especially when many different items require your attention)
Previous experience with Marketing Tech and/or related technologies
Previous experience providing software support (an advantage)
Previous experience with ecommerce and/or CRM software (an advantage)
Good HTML knowledge and excellent all-round IT skills.
What We Provide You
Temptatively: Monday - Friday 8 am - 5 pm Eastern Timezone schedule
Full time (40 hours a week), the potential for overtime exists if needed by the company
Competitive salary compensation based on experience in USD
Attractive benefits package such as medical, dental, and vision (determined by location)
Training opportunities provided by PartnerHero and outside entities
Ability to own your career and determine your next move at PartnerHero
Equipment needed to be successful in your role (determined by location)
Why PartnerHero?
We are people, not numbers.
Join a people-focused company where you can make an impact. We strive on being a diverse community of exceptional people and can guarantee you will have the opportunity to learn and grow while working with us.
PartnerHero is an equal opportunity employer and upholds a zero-tolerance policy for discrimination or harassment of any kind. We are not simply committed to diversity - we celebrate it and foster it within the core ethos of our community. We know that diversity makes us stronger for our people, our partners, and the customers we support by being representative and inclusive of a variety of backgrounds, skills and perspectives.
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .
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Metro Manila
Permanent
Full-time