Customer Onboarding Specialist (Honduras)

Role Details

Type of Support: Omnichannel (Emails and Phone)

Contract Duration: Permanent

Training Schedule: To be determined

Work Schedule: To be determined

Work Type and Location: Hybrid in San Pedro Sula or Tegucigalpa

Expected Start Date: June 2023

About The Role

Do you like helping others? PartnerHero is looking for talented folks to join our Technical Support teams. Our Partner has developed a software solution that helps businesses that are both online (e-commerce) and in physical locations (retail) manage and synchronize their inventory. A successful Customer Onboarding Specialist is responsible for helping leads at the initial stages of the sales funnel. They must connect with and educate trial customers before they subscribe to the Partner’s service.

The ideal candidate should be very comfortable engaging with potential customers over the phone, via online conferencing, and over email while coming across in a very professional manner. You have strong listening and customer service skills and a high degree of integrity. You like learning and have a proven track record of picking up new things quickly and becoming the resident expert. You proactively look for ways to help the customer and find ways to upsell services without “selling.” You work well as part of a team and work hard to ensure the team succeeds.

The reason you join won’t be the reason you stay.

You’ll Be...

• Providing excellent, friendly, and positive technical support via email, and/or phone
• Helping customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Coordinating with the Inside Sales Rep to work customers through the sales funnel to closure
• Conducting webinar training sessions to engage leads and educate them about the Partner’s offerings
• Creating relationships with customers to identify their needs and help them get set up during their free trial to drive sales
• Detecting and escalating technical issues to the support team
• Taking ownership of different projects requested by the Partner
• Gaining product knowledge of the Partner’s protocols
• Planning and modifying products to meet customer needs
• Helping clients solve problems with installed equipment
• Recommending improved materials or machinery to customers, showing how changes will lower costs or increase production
• Assisting the team to identify Point-of-Sale and eCommerce partnership opportunities 
• Assisting the team to identify new feature requests
• Answering customer inquiries
• Collaborating with the team to ensure the company's goals and targets are met

What You Bring To The Table

• Strong English proficiency, spoken and written
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Action-oriented with strong organizational, analytical, and problem-solving skills.
• Adaptability
• Attentiveness and empathy with clients
• Warm, friendly personality that puts customers at ease and does not come across as “sales-y”
• Experience with POS platforms like Clover, Square, Lightspeed, Vend, or Erply is a Plus
• Experience with eCommerce platforms like Shopify, Magento, WooCommerce, BigCommerce, or Wix is a Plus

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 business—from 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 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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