PartnerHero – Technical Support Specialist – Raleigh, NC

Job title: Technical Support SpecialistCompany: PartnerHeroJob description: About the RoleThe individual filling this role will be an important customer 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. You'll Be... • Intercepting incoming call volume to triage, respond to, or escalate cases• Employing support ticket/knowledge-base tool for customer incident reporting, tracking, and resolution• Managing ticket resolution- through experience, knowledgebase search, ticket search, and expert collaboration• Managing new ticket qualification and evaluation - resolution or escalation• 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. • Performing 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 managementWhat You Bring to the Table:• On-location training is required. The candidate must be willing to travel for (1) business week for new hire training, with the potential for additional onsite up-training within the next 12 months based on performance• Passionately care about our partner’s services and the role they play in making a customer-centric team successful• Awareness to prioritize customer impacting issues and to 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• 1+ years of experience working in a omnichannel contact center environment preferred• Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams• Helping others in times of need comes as second natureWhat We Provide• Work anywhere in: PA, WA, AZ, VA, FL, ID, OR, NC, or MI• Full-time with the potential for overtime if requested by the Partner• Competitive compensation based on experience• Attractive benefits package including medical, dental, and vision options depending on location• Paid sabbatical leave• Access to free posture-based fitness workouts from home• Training opportunities provided by PartnerHero and outside entities• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentWhy 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 Bentobox. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.How We’re DifferentHistorically, 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. PRIVACY NOTICEPartnerHero 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. Powered by JazzHRExpected salary:Location: Raleigh, NCApply for the job now! Apply tot his job