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Technical Support Specialist II

4 weeks ago

Manila, National Capital Region, Philippines PartnerHero Full time

Role Details
Type of Support: Omnichannel Technical (Email, chat, phone)
Contract Duration: Permanent
Work Schedule: To be determined
Work type and Location: Hybrid, Cubao or Taguig
Expected start date: ASAP

About Us
PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions.
By combining PartnerHero's world-class outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we're introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language.

This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core.

Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success.

We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

About The Role

We're looking for a Support teammate to join our rapidly growing team. You'll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. You'll be doing everything from answering basic customer questions to taking deep dives into customer workflows to resolve customer problems. You'll work closely with Engineering to facilitate end-to-end resolution of customer issues and help represent the voice of the customer to the Product team.

What you'll do:

  • Become a subject matter expert on all things Zip, with deep product knowledge Work with engineering to troubleshoot and resolve customer issues
  • Be the face of Zip to our customers and their suppliers Use internal tooling to investigate data and customer configurations Partner with Product, representing the voice of the customer to help drive the Product Roadmap Partner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectively
  • Use broad product expertise and understanding of our customer base to increase product adoption Serve as a product-matter expert to support cross-functional teams
  • Proactively identify opportunities to improve how we work, both in Customer Support and overall at Zip Use a Support Tool(Intercom), to deliver on best-in-class SLAs

Role Details
Type of Support: Omnichannel Technical (Email, chat, phone)
Contract Duration: Permanent
Work Schedule: To be determined
Work type and Location: Hybrid, Cubao or Taguig
Expected start date: ASAP

About Us
PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions.
By combining PartnerHero's world-class outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we're introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language.

This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core.

Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success.

We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

About The Role

We're looking for a Support teammate to join our rapidly growing team. You'll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. You'll be doing everything from answering basic customer questions to taking deep dives into customer workflows to resolve customer problems. You'll work closely with Engineering to facilitate end-to-end resolution of customer issues and help represent the voice of the customer to the Product team.

What you'll do:

  • Become a subject matter expert on all things Zip, with deep product knowledge Work with engineering to troubleshoot and resolve customer issues
  • Be the face of Zip to our customers and their suppliers Use internal tooling to investigate data and customer configurations Partner with Product, representing the voice of the customer to help drive the Product Roadmap Partner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectively
  • Use broad product expertise and understanding of our customer base to increase product adoption Serve as a product-matter expert to support cross-functional teams
  • Proactively identify opportunities to improve how we work, both in Customer Support and overall at Zip Use a Support Tool(Intercom), to deliver on best-in-class SLAs
What We Expect From You:
  • 1-4 years in a customer-facing role
  • Excellent verbal and written communication skills
  • A real passion for working with customers
  • Demonstrated ability to quickly learn complex technologies and software
  • Growth mindset – an eagerness to learn, and approach change with optimism and resilience
  • Willingness to get your hands dirty at an early-stage company
  • Demonstrated ownership over problems, and ability to deliver for a customer, even when the going gets tough
  • Ability to work in PST time zone
What You'll Get In Return:
  • Hybrid workplace - depending on the partner, role, management, and/or personal workspace
  • Competitive compensation based on experience
  • Attractive benefits package including medical, dental, and vision options based on location
  • 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
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

PartnerHerois 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 accommodationsfor 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 contactcareers@partnerhero.com.

Do you have at least 2 years of experience as a Technical Support Representative in a BPO setting?*

This role requires on-site training for the first two weeks at our McKinley, BGC location. Are you comfortable with this?*

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