Role Details Type of Support: Email
Contract Duration: Temporary (5 months)
Training Schedule: Monday - Friday, 7:00 am - 4:00 pm EST | Saturday / Sunday off
Work Schedule: To be discussed it can beMonday - Friday, 7:00 am - 4:00 pm EST | Saturday / Sunday off
Work Type and Location: Remote, South Africa
Expected Start Date: July 1st, 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.
The Role
We're looking for a friendly, organized, and passionate team member to help support our current back-to-school (BTS) support queues. You'll provide email support to our end-users in Zendesk, as well as help with a wide array of ongoing specialized projects within the team (macro creation and maintenance, app reviews, article creation, community moderation, Khanmigo (AI) support, etc).
Efficiency, attention to detail, flexibility, passion for advocating for our user base, and ability to handle multiple projects are critical to ensuring the smooth operation of the team.
What You'll Do: Respond to customer emails with empathy and attentiveness; providing thoughtful answers to complex situations while minimizing the customer's effort.Master the product, learn all of its nuances, and keep up-to-date with the latest updates and policiesManage technical issues by troubleshooting, researching, and working with the internal technical team to resolveInvestigating/reproducing issues and reporting bugs to engineering if necessaryContribute to the customer knowledge base and internal documentationAcquire and communicate customer insights and document them within our feedback channels
What We Expect From You: 1+ years of experience in customer-facing technical supportExcellent written and oral communication that you can adapt to a variety of audiencesExcellent Portuguese (BR) skills spoken and writtenAbility to work through new technical issues for a constantly evolving productProactive attitude and ability to work remotelySkilled at explaining technical problems succinctly and clearlyKnowledgeable of service level expectations and strive to meet or exceed them without compromising the customer experienceProfound understanding of troubleshooting platform issues; not intimidated by technologyNice To HaveExperience with Slack, Jira/Confluence, and other online communication and operations toolsPassionate about K-12 education and helping both educators and students succeedAbility to own a problem or goal, identify the path to success, and execute it
What You'll Get In Return: Flexible working arrangements (US Only)Hybrid working arrangements (all other countries)Competitive Base SalaryGenerous paid vacationAttractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesCompetitive retirement benefits (US only)Access to free posture-based fitness workouts from home paidSabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-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 changeManifest 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 colleaguesPartnerHero 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 accommodationsfor 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 ******. 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 here.
#J-18808-Ljbffr
