Contract Period: Everlasting, Full – time
Coaching Schedule: To be Decided
Work Schedule: To be Decided
Work kind and Location: Distant, US
Anticipated begin date: Could twenty second, 2025
About Us
Just a little about us. We join proficient folks globally with modern firms who need to construct, rework, and scale their operations. We offer proficient international groups, strategic experience, and seamlessly built-in expertise to increase the optimistic affect good enterprise can have all over the place.
We’re acknowledged as a Most Cherished Office, and we expect it’s as a result of we consider that tradition drives enterprise success. We encourage our associates to deliver their complete, genuine selves to all the pieces they do at PartnerHero. So deliver your expertise and your abilities, and in addition deliver your ardour and all the pieces else that makes you who you’re. You’ll all the time be supported to do your greatest work at PartnerHero, take pleasure in your everyday and thrive.
The Position
As a Tier 2 Product Assist Specialist, you’ll function a key escalation level for resolving advanced technical and product-related points raised by our members. Sitting throughout the Member Assist group (MCA), this function combines deep product data with sturdy troubleshooting abilities and a member-first mindset. You’ll work cross-functionally with the interior Product and Technical Assist workforce inside MCA, to resolve points, advocate for enhancements, and assist a seamless member expertise.
What you’ll do:
- Function an issue professional for Tier 2-level technical points that can not be resolved by frontline assist brokers.
- Troubleshoot bugs, information discrepancies, app crashes, login points, and different tech-related considerations
- Collaborate with the interior Product and Technical Assist workforce inside MCA to breed, and doc bugs and platform points.
- Assist inform clear inner documentation for recognized points, workarounds, and escalation workflows through Macros, Inside Data Base articles and member-facing FAQ.
- Talk technical data to members in a transparent, empathetic, and non-technical means
- Flag recurring points or themes and accomplice with inner Product and Technical Assist workforce to determine root causes and advocate product or course of enhancements
- Assist inform coaching alternatives frontline brokers on new product options, instruments, and troubleshooting strategies
- Handle and reply to escalations from inner groups (e.g., frontline brokers, QA, Shopper Success) inside outlined SLAs
- Contribute to steady enchancment efforts for inner workflows, member expertise,and workforce effectivity
What we anticipate from you:
- 2–4 years of expertise in a buyer assist or technical assist operations function
- Sturdy troubleshooting and problem-solving abilities, ideally with expertise supporting software program or digital platforms
- Wonderful written and verbal communication abilities — in a position to clarify advanced matters in easy, member-friendly phrases
- Expertise utilizing assist instruments (e.g., Zendesk, Jira, or related)
- Element-oriented with a robust capacity to doc and relay technical data precisely
- Empathy-driven mindset with a ardour for serving to others and bettering the consumer expertise
- Potential to thrive in a fast-paced, cross-functional surroundings and handle competing priorities
What you’ll get in return:
- Full-time employment
- Aggressive compensation based mostly on expertise
- A devoted wellness program, together with assist from an in-house psychologist
- Engaging advantages package deal together with medical, dental, and imaginative and prescient choices based mostly on location
- Entry to free posture-based health exercises from house
- Paid Sabbatical Depart
- Coaching alternatives offered by PartnerHero and out of doors entities
- 1-on-1 teaching with suggestions classes, mentorship, and alternatives for cross-functional growth
Firm Tradition is at our core
Tradition leads, success follows. Our core values deliver intention to our work and set the tone for our tradition. From the companions we serve to the associates who work with us, we share a set of core values that information our actions.
- Take care of others – Cooperate, empathize, and search alternatives to place one another first.
- Embrace progress – Increase your thoughts by taking calculated dangers, growing your abilities, and staying open to alter
- Manifest belief – Belief is the bond that enables us to work at our highest ranges, as members of a workforce, in a unified course. It’s repeatedly earned by delivering on our commitments.
- Take possession – Doing the appropriate factor ought to come naturally.
- Be humble – Search steering, obtain suggestions, ask questions, and take heed to your colleagues
PartnerHero is proud to be an equal alternative office. We worth range, inclusion, fairness and belonging and these pillars are on the coronary heart of how we work collectively. We’re dedicated to offering equal employment alternatives no matter race, colour, ancestry, faith, intercourse, nationwide origin, sexual orientation, age, citizenship, marital standing, incapacity, gender id, Veteran standing, or every other relevant legally protected traits within the location wherein the candidate is making use of. We additionally contemplate certified candidates no matter prison histories, according to authorized necessities.
We’re dedicated to the inclusion of all people and can make affordable lodging for certified people with disabilities in our job software course of. In case you require help or lodging to take part within the job software or interview course of, please contact [email protected].
Expertise Necessities
Mid Degree