Job Description

Role DetailsType of Support: Omnichannel (Email, chat, video call)
Contract Duration: Full-time
Training Schedule: Monday - Friday, 9:00 am - 6:00 pm GMT+2 | Saturday / Sunday off
Work Schedule: Monday - Friday, 9:00 am -6:00 pm GMT+2 | Saturday / Sunday off
Work Type and Location: South Africa - Cape Town
Expected Start Date: ASAPAbout This RoleWe're looking for a Frontline agent to support other product initiatives at our discretion. We expect you to become a product expert and to work collaboratively with product and engineering teams to identify, triage, and resolve technical issues. We also expect you to work independently with little direction and to be an escalation point for other agents on the team. You will solve support cases that include in-depth troubleshooting, extensive software investigation, plus above-and-beyond empathy. Itxe2x80x99s required that you be very disciplined in working autonomously and that you be determined, self-directed, and driven.You'll Be...

• Responding and resolving support requests across multiple CRMs
• Troubleshooting (basic and advanced) issues across multiple platforms
• Documenting bugs with product/service
• Identifying trends in support channels
• Attending triage/release meetings
• Performing pre and post-release duties (customer feature release information aggregation, smoke testing, issue monitoring)
• Liaising between product/engineering teams
• Becoming a product subject matter expert
• Becoming an escalation point for L2 associates
• Responsible for metric familiarization and collection

What You Bring To The Table

• Proven work experience in technical troubleshooting
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Comfortable with using technology to work with a globally distributed team
• Good understanding of computer systems, browsers, enterprise applications, mobile devices, and other tech products
• Strong system-level troubleshooting (e.g. OS, network, browser, software, hardware)
• Fluent in English and German, both written and spoken
• Strong attention to details skills

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• 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
• 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

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 businessxe2x80x94from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.How Wexe2x80x99re 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 .PRIVACY NOTICEPartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about PartnerHeroxe2x80x99s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .Powered by JazzHR

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