Tier 2 Technical Support Specialist at PartnerHero

📍 Job Overview

Job Title: Tier 2 Technical Support Specialist
Company: PartnerHero
Location: San Pedro Sula or Tegucigalpa, Honduras
Job Type: Hybrid (FULL_TIME)
Category: Customer Support & Success
Date Posted: June 27, 2024
Experience Level: 2-5 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Serve as the escalation point for complex support issues and enhance support processes.
Collaborate with Product, Engineering, and Customer Success teams to triage bugs and streamline workflows.
Provide clear and timely updates to customers and internal teams on the status of open bugs or feature requests.
Identify knowledge gaps and develop targeted training sessions to ensure consistent onboarding and ongoing skill development.

📝 Enhancement Note: This role requires strong technical problem-solving skills, excellent communication, and the ability to work effectively with cross-functional teams. Experience in SaaS or web-based applications is crucial for success in this position.

💻 Primary Responsibilities

Ticket Management: Oversee and manage Technical Support and Defect queues in Zendesk, ensuring no ticket falls through the cracks.
Bug Triage: Triage escalated tickets, gather relevant logs or reproduction steps, and work directly with engineers to reproduce or resolve issues.
Communication: Provide clear, timely updates to customers and internal teams on the status of open bugs or feature requests.
Collaboration: Meet regularly with Product and Engineering teams to review newly reported bugs and feature requests, and help set and adjust priority levels based on customer impact, business goals, and engineering capacity.
Incident Detection: Monitor multiple Slack channels to detect emerging incidents or critical customer issues, and summarize and escalate urgent findings in real-time.
Subject Matter Expertise: Serve as the Subject Matter Expert (SME) for all customer-facing teams regarding the latest known defects, feature statuses, and workarounds.
Training & Development: Identify knowledge gaps or recurring troubleshooting challenges within the Tier 1 and Tier 2 teams, and develop and deliver targeted training sessions to ensure consistent onboarding and ongoing skill development.
Coaching & Feedback: Provide coaching and feedback during peer reviews, ticket audits, and shadow sessions to help less-experienced team members grow.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 2+ years in a technical support role (Tier 1 or Tier 2), preferably in SaaS or web-based applications.

Required Skills:

Proficient in Zendesk, including ticket management, workflows, and dashboard reporting.
Basic familiarity with SQL, APIs, or scripting languages to assist in reproducing and diagnosing technical issues.
Strong written and verbal communication skills, with the ability to simplify technical topics for diverse audiences.
Proven experience collaborating with Product and Engineering teams and navigating cross-functional priorities.
Strong troubleshooting and problem-solving abilities, with a bias toward continuous improvement.
Experience with bug-tracking tools like JIRA or Linear.
Background in developing knowledge-base content or delivering internal training.
Highly organized with the ability to manage multiple tasks in a fast-paced environment.

Preferred Skills:

Familiarity with Augmented AI or similar customer experience platforms.
Experience working in a hybrid or remote work environment.
Fluency in Spanish or other languages relevant to the customer base.

📝 Enhancement Note: While not explicitly stated, experience with customer support software, ticket management systems, and familiarity with SQL or other databases would be beneficial for this role. Additionally, strong problem-solving skills and the ability to work effectively in a team environment are essential for success in this position.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 100,000 - 150,000 Honduran Lempiras (HNL) per year, based on regional market standards for technical support specialists with 2-5 years of experience.

Benefits:

Full-time with the potential for overtime if requested.
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.

Working Hours: Monday - Friday, 7:00 AM to 4:00 PM, with the potential for overtime if requested.

🎯 Team & Company Context

🏢 Company Culture

Industry: Customer Experience & Outsourcing.

Company Size: Medium (201-500 employees).

Founded: 2012.

Team Structure:

The role will work closely with Product, Engineering, and Customer Success teams.
The team follows Agile methodologies for ticket management and workflows.
The company encourages cross-functional collaboration and continuous learning.

Development Methodology:

The team uses Zendesk for ticket management and workflows.
Bugs and feature requests are tracked using JIRA or Linear.
The company follows a continuous improvement approach to support processes.

Company Website: http://partnerhero.com

📝 Enhancement Note: PartnerHero is a global customer experience company that combines human expertise with AI technology to deliver omnichannel support in any language. They focus on creating a positive work environment that fosters growth and development for their employees.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level position in the technical support career path, focusing on managing escalated tickets, collaborating with cross-functional teams, and developing training materials.

Reporting Structure: The role reports directly to the Support Manager or Team Lead, with regular interactions with Product, Engineering, and Customer Success teams.

Technical Impact: The specialist will have a significant impact on the quality and efficiency of the support process, ensuring that escalated tickets are resolved promptly and that knowledge gaps are addressed through targeted training.

Growth Opportunities:

Progression to a Senior Technical Support Specialist or Team Lead role.
Opportunities to specialize in specific areas of the support process or technology stack.
Potential to transition into a Product or Engineering role, given the close collaboration with these teams.

📝 Enhancement Note: PartnerHero values internal growth and offers opportunities for employees to develop their skills and advance their careers within the organization. This role provides an excellent platform for individuals looking to build a career in technical support and customer experience.

🌐 Work Environment

Office Type: Hybrid work environment, with on-site work required in San Pedro Sula or Tegucigalpa, Honduras.

Office Location(s): San Pedro Sula and Tegucigalpa, Honduras.

Workspace Context:

The hybrid work environment allows for a balance between on-site collaboration and remote work flexibility.
The office provides access to necessary tools and resources for effective ticket management and collaboration.
The company encourages a culture of open communication and cross-functional teamwork.

Work Schedule: Monday - Friday, 7:00 AM to 4:00 PM, with the potential for overtime if requested.

📝 Enhancement Note: PartnerHero's hybrid work environment allows employees to balance the benefits of on-site collaboration with the flexibility of remote work. This approach fosters a productive and engaging work environment that caters to the needs of both the company and its employees.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief phone or video call to discuss the role, experience, and fit for the company culture.
Technical Assessment: A hands-on assessment of Zendesk, SQL, and bug-tracking tools to evaluate problem-solving skills and familiarity with relevant technologies.
Behavioral Interview: A structured interview focusing on problem-solving, communication, and teamwork skills, as well as cultural fit.
Final Interview: A meeting with the Support Manager or Team Lead to discuss the role, expectations, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on Zendesk, SQL, and bug-tracking tools like JIRA or Linear.
Prepare examples of problem-solving, communication, and teamwork skills.
Research PartnerHero's company culture and values to demonstrate cultural fit.

ATS Keywords: (See the comprehensive list below)

📝 Enhancement Note: PartnerHero's interview process focuses on evaluating technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their experience with relevant technologies and provide examples of their skills in action.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

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.

Collaboration Style:

PartnerHero encourages open communication, active listening, and cross-functional teamwork.
The company values a culture of continuous learning and improvement.
Employees are empowered to take ownership of their roles and contribute to the company's success.

📝 Enhancement Note: PartnerHero's company culture is built on a foundation of care, growth, trust, ownership, and humility. These values guide the company's approach to customer experience, employee development, and team collaboration.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing complex, escalated tickets in a fast-paced environment.
Collaborating with cross-functional teams to resolve bugs and feature requests.
Identifying and addressing knowledge gaps within the support team.
Developing and delivering targeted training sessions to ensure consistent onboarding and ongoing skill development.

Learning & Development Opportunities:

Opportunities to learn and work with cutting-edge customer experience technology.
Training and development programs provided by PartnerHero and external entities.
Mentorship and coaching opportunities to support career growth and skill development.

📝 Enhancement Note: This role presents unique challenges and growth opportunities for individuals looking to develop their technical support skills and advance their careers in the customer experience industry.

💡 Interview Preparation

Technical Questions:

Zendesk: Describe your experience with Zendesk, including ticket management, workflows, and dashboard reporting. How have you used Zendesk to improve support processes in previous roles?
SQL: Explain your familiarity with SQL and how you have used it to diagnose and resolve technical issues. Provide an example of a complex SQL query you have written or optimized.
Bug Tracking: Discuss your experience with bug-tracking tools like JIRA or Linear. How have you used these tools to collaborate with engineering teams and resolve bugs efficiently?
Problem-Solving: Describe a challenging technical support issue you have faced in the past and how you approached resolving it. What steps did you take to diagnose the problem, and what was the outcome?

Company & Culture Questions:

Company Culture: How do you align with PartnerHero's core values of care, growth, trust, ownership, and humility? Provide an example of how you have demonstrated each value in a previous role or personal experience.
Customer Experience: How do you approach delivering exceptional customer experiences in a fast-paced, high-volume support environment? Describe a time when you went above and beyond to ensure customer satisfaction.
Teamwork: Describe your experience working with cross-functional teams, and how you have contributed to their success. What steps do you take to ensure effective communication and collaboration with team members from different backgrounds and disciplines?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: PartnerHero's interview process focuses on evaluating technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their experience with relevant technologies and provide examples of their skills in action, as well as their alignment with the company's core values.

📌 Application Steps

To apply for this Tier 2 Technical Support Specialist position:

Submit Your Application: Click on the application link and submit your resume, highlighting your relevant experience and skills.
Prepare for the Phone/Screen: Review the job description, research PartnerHero's company culture, and be ready to discuss your experience and fit for the role.
Brush Up on Technical Skills: Revisit Zendesk, SQL, and bug-tracking tools to ensure you are comfortable with the technologies relevant to the role.
Prepare for the Technical Assessment: Practice problem-solving exercises and review your experience with relevant technologies to demonstrate your skills effectively.
Research PartnerHero: Learn about the company's history, mission, and values to show your enthusiasm and cultural fit during the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with PartnerHero before making application decisions.

ATS Keywords:

Programming Languages:

SQL
JavaScript (basic familiarity)

Web Frameworks:

Zendesk
JIRA or Linear

Server Technologies:

N/A (not applicable for this role)

Databases:

Tools:

Zendesk
JIRA or Linear
Slack

Methodologies:

Agile
Continuous Improvement
Customer Experience

Soft Skills:

Communication
Problem-Solving
Teamwork
Collaboration
Adaptability
Time Management

Industry Terms:

Technical Support
Customer Experience
Customer Success
Customer Service
Escalation
Ticket Management
Bug Tracking
Knowledge Base
Training
Coaching
Mentoring
Cross-Functional Teams
Product Management
Engineering
Customer Success
Customer Experience Technology
Augmented AI

Tier 2 Technical Support Specialist