Overview

PartnerHero is a fast-growing software and outsourcing startup that helps some of the world’s leading technology companies build remote teams of customer service professionals.

We recently opened our new office in downtown Boise, which is our new US base of operations. We are looking for a passionate and experienced Tier 2 Customer Service Associate to join a new team and support one of our most exciting partners. We want the best of the best to join our growing team!

You will be directly supporting the customers of a well-known and beloved community-focused website. (We’ll tell you more during the interviews.)

Type: Full-time with benefits and competitive hourly rate

Channels: Email and Chat

Level: Tier 2 (In-depth product support and technical troubleshooting)

Location: Work from our amazing office in Downtown Boise

Schedule: 10AM to 7PM Boise time. We'd like to find a candidate who is willing to work either Saturday to Weds - or - Weds to Sunday so you can assist with weekend support. On weekends, you would be able to work from home. (If this is problem for you, please apply anyway and we'll discuss.)

Read more about us at partnerhero.com and be sure to tell us why YOU are the perfect fit for this opportunity!

Responsibilities

  • Provide in-depth product support (via chat and email) for the customers of a popular community website
  • Resolve customer support tickets with patience, eloquence and empathy
  • Use your solution-oriented mindset to solve any problem a customer throws your way
  • Thoroughly troubleshoot any technical issues reported by users and ticket verified bugs according to company procedure
  • Treat every support ticket as an opportunity to build a strong bond between the company and the customer
  • Keep roundups of user feedback
  • Assist in writing training documents, help content, and canned messages
  • Contribute to group discussions around user trends and ideas for improving agent workflows
  • Tackle special projects as needed

Requirements

  • 2+ years advanced customer support experience
  • Excellent technical savvy and ability to effectively troubleshoot technical issues for a web-based product
  • Amazing written English and customer service sensibilities
  • Patient and personable, even in tricky customer service situations
  • Versatile — “Tier 2” means you’ll need to be able to handle any type of support ticket that comes your way
  • You’re excited to work in a fast-paced, dynamic startup environment
  • Highly reliable and wonderful to work with
  • Flexible schedule
  • EXTRA CREDIT: You understand basic HTML and CSS

Benefits

  • Competitive wages
  • Medical, vision, and dental
  • Subsidized parking
  • Access to educational resources
  • Unique, fun, collaborative and hard working work environment
  • Free coffee!

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