Temporary Customer Support Specialist (Raleigh, NC)

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, youll have the support you need to develop and grow your career.

The reason you join wont be the reason you stay.

Youll 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 partners 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

What We Provide

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 businessfrom 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 PartnerHeros 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

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details : www.talentify.io / bias-audit-report . NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.

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