Job Description

About The Role This position has primary responsibilities for providing hands-on technical troubleshooting, managing warranties and replacements, and best practice guidance for our Partner’s product. The Tier 3 Technical Support work environment is focused on providing support to end-users, business partners, sales representatives and service providers in a fast-paced environment. A successful Tier 3 Technical Support operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs, and delivers the highest level of client satisfaction.
You'll Be...

• Problem solving and troubleshooting with customers to resolve their queries quickly
• Maintaining a detailed history on the Call Management System of all issues reported to customer support
• Working towards and achieving set targets in agreed KPIs
• Deciding how best to resolve a customer query and deciding which queries need to be escalated
• Developing allocated projects to raise efficiency within the department and overall customer satisfaction
• Handling substantial numbers of customer calls/emails in a timely manner and to customer satisfaction
• Addressing faults within any Promethean systems and devising a plan for making sure those faults are fixed
• Educating customers and users on how to use the partner’s products and services
• Identifying trending issues and report them to the team
• Handling email and chat support simultaneously

What You Bring To The Table

• Native or near-native written and spoken English
• 1+ year of technical support experience: Preferably supporting customers via phone and chat.
• Perform technical validation, and ensure accuracy of configurations with supported products - i.e. Desktop, Notebook, Smart Screens, and the like.
• Knowledge Required: Computer & Server Hardware/Software Technology; Computer and/or Server Hardware
• Monitoring, maintaining, and troubleshooting network connectivity to ensure continuous network operations
• Configuring, installing, maintaining, and upgrading computer systems, hardware, and software
• Experience working with android phones and installing/uninstalling apps from phones and computers
• Excellent working knowledge of computer configurations and operating systems with the ability to be responsible for resolving technical issues
• Excellent time management, procedural documentation skills, organizational skills, communication skills and customer care skills
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to properly understand and convey tone via spoken and written communications
• Creative problem-solving skills
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes particularly in ambiguous situations
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision
• A proven ability to work remotely as part of a team but also with little direction is highly desired
• Plus Requirements:

• Support the team by executing on initiatives and collaborating on projects
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life
• Flexible work schedule
• Passion for Customer Experience

What We Provide

• Location: Metro Manila (Training and Production Onsite: Cubao and Pasig)
• Full time with the potential for overtime if requested by Partner
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options, sabbatical leave for tenured employees
• 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 development

Why 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 Different Historically, 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 here.
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