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Technical Support Specialist
PartnerHero Raleigh, NC
$87k-114k (estimate)
Full Time | Business Services 6 Months Ago
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PartnerHero is Hiring a Technical Support Specialist Near Raleigh, NC

Role Details
Type of Support:
Omnichannel (Voice / Emails (Tickets)
Contract Duration: Full Time | Permanent
Training Schedule: Monday - Friday; 8:00 am - 5:00 pm EST | Weekends off
Work Schedule: Monday - Friday; 8:00 am - 5:00 pm EST | Weekends off
Work Type and Location: Remote in OR, WA, MI, ID, NC, FL, PA, or VA
Expected Start Date: August 2023

About The Role

Do you like helping others? PartnerHero is looking for a talented individual to become a brand-new Technical Support Specialist for one of our partners in the US. The individual filling this role will be an important customer/technical support team member, supporting one of our technological partners who is a global manufacturing company producing hardware and software across a number of industries.

A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to deliver customer support while following our partner’s policies and procedures. This candidate must earn the trust of our partner and is expected to interface and work collaboratively with program leadership and team members, as well as the partner’s internal support and success teams.

The reason you join won’t be the reason you stay.
You’ll Be...

  • Providing excellent, friendly, and positive customer service via email, chat, and/or phone
  • Helping customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
  • Intercepting incoming call volume to triage, respond to, or escalate cases 
  • Employing support ticket/knowledge-base tool for customer incident reporting, tracking, and resolution
  • Providing ticket resolution- through experience, knowledgebase search, ticket search, and expert collaboration 
  • Validating ticket data field entry, portal, and CRM desktop entry
  • Enforcing ticket handling policies - SMA, training requirements, levels, etc
  • Encouraging customers to use the support portal and knowledgebase
  • Developing product knowledge via HMU, Classroom coursework, scheduled training, and higher-level support
  • Assisting other tasks related to Tech Support
  • Supporting and participating in continuous improvement activities that positively affect quality, productivity, customer satisfaction, or other improvements as identified by management

What You Bring To The Table

  • Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
  • Awareness to prioritize customer-impacting issues and know when something requires technical specialist visibility
  • Expertise and proficiency in multi-window and multi-application settings; candidate must be able to efficiently navigate to various tools and resources in a timely manner
  • Confident and collaborative communicator with contact center and telephony/ticketing support experience
  • Heavy reliability in people skills and proficiency for problem-solving
  • Ability to maintain composure and focus under pressure
  • Strong understanding of service level expectations without compromising the customer experience
  • Excellent multi-tasking and time management skills; Punctuality and adherence to schedule required
  • Infectious ambition, positivity, and engagement, and the desire to provide customer support to our partner’s end-users within the technology industry
  • Ability to thrive in a dynamic and evolving environment - must be adaptable
  • Metrics-driven and proven ability to handle a high volume of customer interactions
  • Strong conflict resolution skills and even temperament in challenging situations
  • On-location training is required. You must be willing to travel for (1) business week for new hire training in Rhode Island, with the potential for additional onsite up-training within the next 12 months based on performance

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 100 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.

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.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Business Services

SALARY

$87k-114k (estimate)

POST DATE

09/29/2022

EXPIRATION DATE

09/02/2023

WEBSITE

partnerhero.com

HEADQUARTERS

SAN CLEMENTE, CA

SIZE

500 - 1,000

FOUNDED

2014

CEO

SHERVIN TALIEH

REVENUE

$10M - $50M

INDUSTRY

Business Services

Show more

PartnerHero
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The job skills required for Technical Support Specialist include Customer Service, Problem Solving, Leadership, Customer Support, Time Management, Flexibility, etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Specialist. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Technical Support Specialist positions, which can be used as a reference in future career path planning. As a Technical Support Specialist, it can be promoted into senior positions as a Technical Support Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Specialist. You can explore the career advancement for a Technical Support Specialist below and select your interested title to get hiring information.

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If you are interested in becoming a Technical Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technical Support Specialist for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Technical Support Specialist job description and responsibilities

Technical support specialists work with end-users to provide technical support and assistance for technical, software and hardware problems.

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Technical support specialists provide assistance and guidance to customers who are experiencing difficulties with technological equipment or software.

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Technical support roles are primarily office based, and email/phone are the most popular ways to communicate with customers.

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A technical support specialist provides technical assistance for users of computers, networks, software, or other devices.

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Technical support specialists provide computer support for organizations or businesses.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Technical Support Specialist jobs

The minimum education requirement for a technical support specialist role can vary from position to position.

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Technical support specialists must have patience and be sympathetic to diffuse any frustration the end-user may be feeling.

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To become tech support, at minimum, an associate degree or certification with on-the-job training.

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Be an Oracle Certified Associate.

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Step 3: View the best colleges and universities for Technical Support Specialist.

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