AI enhanced learning platform - Customer Support Specialist III

Role Details
Type of Support: Omnichannel
Contract duration: Full-time
Training Schedule: To be determined
Work Schedule: To be determined
Expected start date: August 1, 2024

About The Role

We are seeking a curious and motivated Customer Support Specialist to join our team and provide exceptional support to our users in the English and Spanish markets. As a Customer Support Specialist, you will troubleshoot product malfunctions and educate customers across multiple channels, including email and social media. You will work with the development team to report and document bugs, identify trends, and provide feedback to improve our products and services.

We value clear communication, the ability to think on your feet, and strong troubleshooting skills. We are looking for candidates who care about the details and are always looking to learn something new.You will solve support cases that include in-depth server troubleshooting, extensive software investigation, plus above-and-beyond empathy. It’s required that you be very disciplined in working autonomously and that you be determined, self-directed, and driven.

What Youll Do:

• Learning more about the company you are supporting by keeping up to date with policies and products
• Providing strong troubleshooting, reading comprehension, and problem-solving skills to provide customers with the help they need
• Mastering the product you support, learning all of its nuances, and keeping up-to-date with the latest updates and support policies
• 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, featuring requests that customers express, and surfacing these insights regularly
• Being the overall SME (Subject Matter Expert) for any issues, requests, or questions that might appear on a daily basis
• Potential to not only provide but receive feedback on customer requests, issues, or pain points
• Provide friendly and helpful responses to customer support tickets via email and chat, being that first helping hand for L1, while monitoring everything, jumping in assistance when needed, and making sure the overall customer experience is also a priority
• Building and improving Feeld’s conversation handling, first response, routing, and escalation.
• Work consistently with the quality team to review conversations, making sure the associate followed the correct guidelines.
• Serve as an escalation point for all associates on the Shared Teams with an ability to problem-solve in real-time to achieve the best outcome for the customer while having a good and constant communication with L1 and our partner.
• Reporting support organization performance on a weekly basis to the team and providing analysis and game plan to improve
• Regularly suggesting new help articles and canned messages that can be used to address common customer questions
• Having the opportunity to know real-time feedback via:
  • Customer Satisfaction Ratings
  • Total Support Tickets resolved - weekly and monthly
  • Personal Reliability and Self-Management

What We Expect From You:

• Excellent English (spoken and written)
• Provide excellent, friendly, and positive customer service via email and chat
• Meet personal/customer service targets
• Savvy with web, computer, and smartphones
• Background with supporting customer service
• Experience using ticketing platforms (like Jira) is a plus
• Experience providing technical support (bug fixes, access, etc) is a plus

What Youll Get In Return:

• 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 careers@partnerhero.com.

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