Customer Support Specialist II - US (GST)

📌 Core Information

🔹 Job Title: Customer Support Specialist II - US (GST)

🔹 Company: PartnerHero

🔹 Location: Greensboro, North Carolina, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Sat Mar 29 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Not Specified

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing empathetic and solution-oriented support via email, chat, and phone
• Responding to customer inquiries regarding product features, benefits, and policies
• Assisting customers with billing questions and account management
• Facilitating communication between customers and internal teams

ASSUMPTION: Since the job involves customer interaction via multiple channels, strong communication skills are essential. The mention of acting as an advocate suggests a proactive approach to customer feedback and improvement.

📋 Key Responsibilities

✅ Provide empathetic and solution-oriented support to customers via email, chat, and phone.

✅ Respond to customer inquiries regarding product features, benefits, and policies.

✅ Assist customers with billing questions and account management.

✅ Facilitate effective communication between customers and internal teams to address inquiries.

✅ Explain service details and clarify any questions customers may have.

✅ Advocate for customers by identifying common concerns and suggesting improvements to enhance their experience.

✅ Maintain professionalism while handling customer interactions in accordance with company policies.

✅ Perform assigned project duties within your expertise as directed by management.

ASSUMPTION: The responsibilities imply a need for high organizational skills and the ability to manage multiple tasks simultaneously. The advocacy role points towards a customer-centric company culture.

🎯 Required Qualifications

Education: Not specified; assumed that a High School Diploma or equivalent is acceptable given the experience level.

Experience: 0-2 years in customer service roles.

Required Skills:

• Customer Support
• Empathy
• Conflict Resolution
• Active Listening
• Communication
• Adaptability
• Problem Solving
• Account Management

Preferred Skills:

• Familiarity with CRM systems
• Knowledge of basic technical support

ASSUMPTION: Technical skills are considered a plus likely due to support via multiple channels. Proficiency in CRM systems would enhance operational efficiency.

💰 Compensation & Benefits

Salary Range: Not specified; typically competitive within the industry for similar roles.

Benefits:

• Full-time employment with competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities and cross-functional development

Working Hours: 40 hours per week, with a standard full-time schedule

ASSUMPTION: Benefits are designed to support work-life balance and employee well-being, emphasizing a strong company culture focused on employee support and growth.

📌 Applicant Insights

🔍 Company Context

Industry: Outsourcing and Offshoring Consulting with emphasis on customer experience and technology

Company Size: 1,001-5,000 employees; suggests a mid-sized company providing substantial resources and growth opportunities

Founded: Not Specified

Company Description:

• Specializes in building exceptional outsourced teams
• Offers custom AI solutions and fully managed end-to-end service
• Combines deep outsourcing expertise with advanced AI technology

Company Specialties:

• Customer Experience
• Customer Support
• Trust & Safety

Company Website: http://www.partnerhero.com

ASSUMPTION: The focus on quality and people indicates that the company's values align closely with customer satisfaction and employee development. The partnership with Crescendo suggests a commitment to innovative solutions.

📊 Role Analysis

Career Level: Entry to mid-level, ideal for those looking to build foundational customer service skills and experience.

Reporting Structure: Likely reports to a Customer Support Manager or Team Lead

Work Arrangement: Primarily on-site, but may offer flexible hours or certain remote days as operations evolve.

Growth Opportunities:

• Cross-functional development opportunities
• Access to training programs
• Potential for internal promotion based on performance

ASSUMPTION: The role offers significant opportunities for career advancement within the customer service domain, especially for individuals passionate about customer-centric roles.

🌍 Location & Work Environment

Office Type: On-site in a collaborative environment

Office Location(s): Greensboro, North Carolina

Geographic Context:

• Central location with access to major transport routes
• Great community with cultural and recreational activities
• Warm climate with four distinct seasons

Work Schedule: Standard business hours, potential for some shift work depending on customer needs

ASSUMPTION: The office environment promotes teamwork and collaboration, essential for effective customer support operations.

💼 Interview & Application Insights

Typical Process:

• Submit application online
• Initial phone screening with HR
• Technical assessment related to customer support scenarios
• Interview with team manager and potential peers
• Final interview with department head

Key Assessment Areas:

• Customer service skills
• Problem-solving abilities
• Communication skills

Application Tips:

• Highlight any direct customer service experiences
• Demonstrate adaptability and problem-solving skills
• Show an understanding of the company's culture and values

ATS Keywords: Customer Support Specialist, Email Support, Chat Support, Phone Support, Empathy, Customer Experience

ASSUMPTION: The described application process indicates an emphasis on cultural fit and technical capability, with multiple interview stages to assess the candidate's alignment with company values and job requirements.

🛠️ Tools & Technologies

• CRM software (e.g., Salesforce, Zendesk)
• Communication tools (e.g., Slack, Microsoft Teams)
• Company-specific knowledge bases for troubleshooting

ASSUMPTION: Usage of common CRM and communication tools suggests the role requires proficiency in standard software used across customer service industries.

👔 Cultural Fit Considerations

Company Values:

• Care for Others
• Embrace Growth
• Manifest Trust

Work Style:

• Team-oriented with an emphasis on collaboration
• Proactive and self-motivated
• Adaptable to shifting priorities

Self-Assessment Questions:

• Do I thrive in a high-interaction customer support role?
• Can I adapt quickly to new systems and procedures?
• Am I comfortable advocating for customer needs?

ASSUMPTION: These questions are designed to help applicants self-assess their alignment with the company’s values and role requirements, indicating a significant cultural focus.

⚠️ Potential Challenges

• Balancing high volumes of customer inquiries
• Managing potentially difficult customer interactions
• Adapting to evolving company policies and procedures
• Maintaining consistency in multi-channel support

ASSUMPTION: The challenges imply a need for resilience and strong stress-management capabilities to thrive in a fast-paced customer service environment.

📈 Similar Roles Comparison

• Typically requires similar skills in empathy and communication
• May differ in the tools and technologies used between companies
• Variability in career growth opportunities depending on company size

ASSUMPTION: Roles at similar levels often emphasize customer engagement skills, with differing potential for advancement and tool use leading to varied experiences between companies.

📝 Sample Projects

• Customer feedback analysis and reporting
• Assisting in CRM data migration
• Developing training materials for new team members

ASSUMPTION: Projects are designed to enhance customer experience delivery and internal efficiency, reflecting the role’s impact on company operations.

❓ Key Questions to Ask During Interview

• Can you describe a typical day in this role?
• What are the main challenges your team faces?
• How do you measure success for this position?
• What growth opportunities does the company provide?
• How does the company ensure a strong work-life balance?

ASSUMPTION: Asking strategic questions can provide insights into the company culture and the expectations surrounding the role, aiding in a candidate’s decision-making process.

📌 Next Steps for Applicants

To apply for this position:

• Review the job description thoroughly and tailor your resume to highlight relevant skills and experiences
• Prepare a cover letter that matches your passion for customer service with PartnerHero’s values
• Submit your application through this link
• Prepare for an initial phone screening by researching PartnerHero and its customer service approach
• Practice potential interview questions based on the key skills and challenges specified

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.