Technical Support Specialist for New Program

About The Role
We're looking for a highly motivated and detail-oriented Technical Support Specialist to join our growing team. You’ll be the front line of communication with users, providing timely and empathetic support through live chat. This is a great opportunity for someone who loves solving problems, thrives in fast-paced environments, and enjoys helping people get the most out of a product or service.

What You’ll Do

• Provide real-time chat support to customers, answering inquiries related to platform use, technical issues, and general questions
• Troubleshoot and resolve customer concerns quickly and efficient
• Document customer interactions and flag recurring issues for the internal team
• Collaborate with cross-functional teams to ensure a seamless customer experience
• Maintain a high standard of professionalism and empathy in all customer interactions
• Identify trends in customer feedback and offer suggestions for improvement

What You Bring To The Table

• At least 2 years of experience in a technical support role
• ​​​​​​​Excellent written English communication skills
• Strong critical thinking and problem-solving skills
• Comfortable navigating multiple tools and platforms simultaneously
• A proactive, can-do attitude with the ability to work independently and as part of a team
• Experience with CRM or chat platforms (e.g., Intercom, Zendesk, Freshdesk) is a plus
• Willingness to work on a flexible schedule, including weekends if needed

Tools You’ll Use

• Intercom (CRM)
• ​​​​​​​Slack
• ClickUp
• Quantum Puppy (internal tool)
• GitLab

Why You’ll Love PartnerHero

• Competitive compensation and benefits
• ​​​​​​​Opportunity to grow and make an impact in a dynamic and mission-driven team
• Training and continuous learning support
• Engaged leadership that cares about your development
• Culture of belonging, mentorship, and collaboration

Company Culture is at our core

Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].