Temporary Customer Support Specialist (Raleigh, NC)

PartnerHero; Raleigh (NC); Hybrid; USD 60,000 - 80,000; Full time

Job summary

PartnerHero recherche un Spécialiste du Support Client temporaire pour rejoindre son équipe. Ce rôle consiste à fournir un support de premier niveau, gérer des incidents et assurer une communication claire avec les partenaires. Travaillant dans un environnement hybride, ce poste offre des opportunités de croissance professionnelle et un environnement inclusif axé sur l'amélioration continue.

Benefits

Pack d'avantages attractif incluant options médicales, dentaires et de vision

Accès à des formations gratuites

Congé sabbatique payé

Qualifications

• Capacité à résoudre des erreurs d'exploitation.
• Compétences organisationnelles démontrées et capacité à gérer plusieurs tâches.
• Excellentes compétences en écoute et résolution de problèmes.

Responsibilities

• Assurer le support de premier niveau pour les produits des partenaires.
• Documenter les conversations avec des partenaires dans le logiciel CRM.
• Gérer les escalades des problèmes techniques vers les équipes supérieures.

Skills

Problem-solving

Active listening

Organization

Multitasking

Communication

Tools

Salesforce

Job description

Temporary Customer Support Specialist (Raleigh, NC)

Pay Competitive

Employment type Full-Time

Job Description

Role Details

Type of Support: Phone support
Contract Duration: Temporary (90 days; up to 4 months),
Work type and Location: Remote - North Carolina
Schedule: Temporary: Monday - Friday, schedule ranges between 4:00 am and 5:00 pm PST I Saturday / Sunday off
Expected Start Date: July 2023

About The Role

Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.

The reason you join won’t be the reason you stay.

You’ll Be...

• Handling first-level support (calls, emails, and chats) for issues related to the partner's products, including preparation for testing, managing test sessions, and interpretation of reporting data
• Investigating and resolving incidents regarding software products, services, and reports
• Leading partners through diagnostic procedures by listening to and providing instructions and replicating the issue internally when applicable
• Documenting conversations with partners by recording clear, concise, accurate, and detailed case notes for every interaction in the partner's CRM software/tool (Salesforce)
• Creating high-quality and consistent partner and staff written communication via chat, email, and internal instant messaging
• Handling escalations from seasonal contracted staff
• Escalating advanced technical issues to Tier 2 peers as needed and alerting management of flaws found in software products and services
• Utilizing resources such as the knowledge base, diagnostic tools, and collaboration with coworkers to research incidents and find solutions; ensure all resources are up-to-date and accurate
• Responding to partner’s questions regarding computer software and procedures in a professional, empathetic, and upbeat manner
• Delivering a high-quality and efficient partner experience while maintaining a high customer satisfaction score
• Responding to partner inquiries within established service level expectations
• Providing program-specific support for partners with unique contractual obligations related to response time, communication channels, and reporting requirements
• Maintaining up-to-date knowledge of program requirements when supporting large-scale, state, or contractually defined partnerships
• Collaborating with Subject Matter Experts to ensure that resources are updated and accurate
• A peer mentor to a designated group of contracted staff
• Developing Subject Matter Expertise in both product and process within the first year in the role
• Performing other duties as assigned to ensure the success of the team and the organization
  

What You Bring To The Table

• Ability to determine the cause of operating errors and properly resolve them
• Demonstrated organizational skills and ability to multi-task
• Ability to utilize imaginative problem-solving skills and resourcefulness to solve complex situations
• Excellent listening skills and tactful questioning in a calm manner to promote efficient case resolution
• Demonstrate active listening skills to translate complex information into an accessible format for all audiences
• Excellent problem-solving and troubleshooting skills through the application of knowledge and solutions
• Possess a growth mindset
• Eagerness to share your skills and make your teammates just as successful as you are
• Ability to be on time and demonstrate excellent attendance
• Ability to flex schedule as needed to meet the business needs
• Willingness and ability to learn other products and perform other duties as assigned
  

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• 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
  

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.

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 .

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 .

About the company

We build globally distributed teams of exceptional individuals who provide next level customer experiences and innovative solutions for companies of all sizes.

Notice

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