Customer Support Specialist II - San Pedro Sula | Onsite

Role Details

Type of Support: Email and Messaging Position Type: Full-Time l Permanent Contract Training Schedule: In-Office Monday - Friday, 7:00 am -4:00 pm (1 month) Work Schedule: Timeframe between 8 AM - 8 PM (8am-5pm/9am-6pm/10am-7pm/11am-8pm) Days off: One day of the weekend (Friday/Saturday or Sunday/Monday) Work type and Location: In-office 5 days a week in San Pedro Sula Expected Start Date: April 24, 2025

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

PartnerHero is looking for talented folks to join our Customer Support Teams. We look 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. We have a range of opportunities available in different industries which include Edtech, eCommerce, Fintech, Health, Wellness, and More. Our interest is to match your unique skills, experience, and interests with our company and our partners. As a PartnerHero employee, you will have the opportunity to build your career with the support you need, no matter if you are breaking into the industry.

What You'll Do:

• Providing a personable, friendly, and positive customer service experience across all channels including email, live chat and occasionally outbound calls if required
• Working independently and collaboratively to complete tasks on time based on urgency and importance.
• Daily Task Management: Attend morning check-ins to review and prioritize tasks for the day.
• Schedule and manage appointments, meetings, and events.
• Coordinate and make travel arrangements, including flights, accommodations, and itineraries.
• Complete assigned tasks accurately and on time based on incoming orders and priorities.
• Follow communication procedures, guidelines, and policies. Research answers or solutions as needed.
• Showing a strong comprehension of all policies and procedures
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Tackling a variety of tasks, some of which require you to make judgment calls.

What We Expect From You:

• 1+ years of experience in a customer service role.
• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• Live in San Pedro Sula city
• Excellent problem-solving and communication skills
• Tech-Savvy - Web, Computer, Smart Devices
• Proficiency in multitasking and working with multiple different tools or platforms simultaneously
• Ability to handle sensitive information with confidentiality.
• Reliable, resourceful, and capable of working independently.

What You'll Get In Return:

• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• 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.