Please upload your resume in English

PartnerHero helps some of the best startups in the world build global teams of customer service professionals. We hire the best people on behalf of some of the world’s best companies. We’re currently searching for passionate candidates with excellent communication skills to provide expert product support for a US-based technology company.

JOB TYPE: Full-time (40 hours a week)

HOURS: To be discussed in your interview

• LOCATION: San Pedro Sula, Honduras

About PartnerHero: This isn’t your average outsourcing company. We only hire dedicated individuals who are ready to grow professionally and take pride in representing our partners. We’re equally committed to our team members as they are to us. PartnerHero is a culture of mutual empowerment where our Support Heroes have many opportunities for professional development.

REQUIREMENTS

  • Excellent (near-native) written English is a requirement for this job.
  • Amazing customer service sensibilities
  • Proactive attitude and ability to work remotely with limited supervision
  • Strong reading comprehension and problem-solving skills — great Support Heroes know how to “read between the lines” to give customers the help they need
  • More web, computer, and smartphone-savvy than the average person
  • The desire to stretch yourself and learn new skills

Bonus points: (If you don’t know these things already, you’ll need to learn them on the job)

  • Understanding of HTML and CSS
  • Background providing customer service for a technology company
  • Experiencing using CRMs (like Zendesk)
  • Experience using bug ticketing platforms (like JIRA)

RESPONSIBILITIES

  • Provide friendly and helpful responses to customer support tickets via email
  • Master the product you support, learning all of its nuances and keeping up-to-date with the latest updates and support policies
  • Troubleshoot technical issues reported by customers, offer solutions, and file detailed bug tickets for any undocumented issues you vet and confirm
  • Keep track of common pain points and feature requests that customers express and surface these insights regularly
  • Regularly suggest new help articles and canned messages that can be used to address common customer questions

Your performance is measured by looking at:

  • Customer satisfaction ratings
  • Total support tickets resolved, weekly and monthly
  • Your Reliability and self-management
  • Your proactive attitude toward ticket handling and suggesting improvements to the customer experience
  • Whether your work reflects PartnerHero’s core values (humility, ownership, growth, and care)

Paperwork needed before start date

Please make sure to get this documents as soon as you start the application process.

  • Valid Criminal records (Antecedentes penales)
  • 3 copies of your ID
  • Health card

BENEFITS

  • Competitive salary compensation based on experience
  • Permanent contract
  • Attractive benefits package
  • Private Insurance
  • Payment in US Dollars

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