Role Details
Type of Support: Email, video messaging
Contract Duration: Temporary (Maternity cover with a high possibility of a permanent contract)
Work type and Location: Hybrid in Bucharest
Production Schedule: Monday - Friday | 9 am - 6 pm EEST
Expected Start Date: June 8th, 2023
About The Role
The Technical Support Specialist will be on the front lines supporting one of our partners that provides video communication software for work. You will work on different types of support requests — how features work, troubleshooting a potential issue or bug, or just general support. Our goal is to deliver a memorable customer experience through problem-solving and knowledge of best practices.
The reason you join won’t be the reason you stay. Come join us!
You’ll Be...
- Responding to support requests through our ticketing system (Zendesk) while focusing on a high-quality customer experience
- Helping users navigate the platform and unlock value through education & best practices
- Communicating thoughtful, customized solutions that help users become advocates
- Responding promptly (within SLA requirements) to support requests
- Troubleshooting and investigating support inquiries to quickly identify issues and trends
- Diagnosing and escalating potential issues to higher tiers of support
- Acting as the voice of the customer by translating and representing customer feedback to the internal team
What you bring to the table:
- Excellent (C1/C2) English (both in speaking and writing)
- Capable of troubleshooting technical issues by implementing critical thinking & logic
- Provide excellent support and have at least 2 years of experience in SaaS B2C/B2B
- Have great camera presence and love engaging with customers through video
- Excel at working independently and remotely with a distributed team, while handling a high volume of support conversations
What We Provide
- Competitive compensation based on experience
- Attractive benefits package including medical subscription, meal tickets, and work-from-home allowance
- Access to free posture-based fitness workouts from home
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We’re Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and story here.
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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.
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