Technical Support Specialist II - GST | PHL Hybrid

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Permanent
Work type and Location: Hybrid, Metro Manila
Target Start Date: April or May 2025

About The Role
We are looking for a Technical Support Specialist to join our team. This person will provide Assistance to the customers with technical issues related to software, hardware, and other technology products. The role is crucial in ensuring customer satisfaction by resolving problems efficiently and providing excellent service.

The ideal candidate must have technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally.  

What You'll Do:

• Provide technical assistance to customers via email, chat, and phone, troubleshooting  hardware, software, and other issues.
• Diagnose, document, and resolve technical problems, escalating complex issues to field support teams as needed.
• Guide users through remote troubleshooting steps and provide clear, concise solutions.
• Monitor thru cloud-based tools and proactively address potential issues.
• Collaborate with cross-functional teams, including engineering, product, and operations, to enhance platform reliability.
• Assist businesses with API integrations and ensure smooth connectivity with third-party systems.
• Maintain up-to-date knowledge of product updates, new features, and industry trends.
• Contribute to technical documentation and self-service support materials.

What we Expect from you:

• 2 years previous experience in technical support or a related field.
• Proficiency in troubleshooting software, hardware, network problems, and Slack-related issues.
• Strong communication and problem-solving skills.
• Ability to work independently and in a team environment.
• Familiarity with ticketing systems and remote support tools.
• Ability to explain technical concepts to non-technical individuals in a clear manner.
• Experience handling client data securely, ensuring data integrity and privacy standards.

What you Will Get in Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• 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

Company Culture Is At Our Core
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.