Job Description

Role Details

Contract Duration:

Permanent

Training Schedule:

Monday to Friday, schedule range between 6:00 am to 4:00 pm

Work Schedule:

Monday to Friday, schedule range between 6:00 am to 4:00 pm

Work Type and Location:

South Africa, remote

Expected Start Date:

April 17th, 2025

About Us

We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.


We are recognized as a Most Loved Workplace, and we think it's because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

As a

Technical Support Specialist II,

you will be responsible for providing first and second-line support to our customers, partners, and consultants. You must possess excellent communication, analytical, and problem-solving skills, along with strong technical acumen, to deliver the highest level of problem resolution and service excellence.

What You'll Do:

Diagnose hardware, software, and network issues related to EV charging stations, mobile applications, and backend systems, providing advanced technical support to customers and field technicians Act as the primary escalation point for Tier 1 support, analyzing and resolving cases that require deeper technical expertise Work closely with engineering, product, and field service teams to address recurring issues, implement fixes, and provide feedback for product enhancements Maintain detailed records of troubleshooting steps, issue resolutions, and best practices to enhance the knowledge base and improve overall support efficiency Provide clear, professional, and timely updates to customers and stakeholders regarding issue resolution and troubleshooting progress Assist in training Tier 1 support agents by sharing knowledge, developing training materials, and conducting workshops. Assist in testing firmware, software updates, and new product features to ensure seamless integration and functionality before deployment. Monitor system performance data, identify patterns in reported issues, and generate reports to support proactive troubleshooting efforts.

What We Expect From You:

2+ years of experience in technical support, preferably within the EV charging, renewable energy, or IoT industries. Fluency in

Arabic

and

English

(both written and spoken) is required Strong understanding of network protocols (TCP/IP, VPN, DNS, etc.) and troubleshooting connectivity issues. Experience working with hardware diagnostics, firmware updates, and cloud-based software solutions. Familiarity with ticketing systems (e.g., Salesforce, Hubspot) and remote troubleshooting tools. Knowledge of EV charging standards (OCPP) is a plus. Excellent problem-solving and analytical skills with a customer-first approach. Strong written and verbal communication skills for both technical and non-technical audiences. Ability to multitask in a fast-paced environment and manage priorities effectively.

What You'll Get In Return:

Hybrid working arrangements Competitive Base Salary Generous paid vacation Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees 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

Company Culture Is At Our Core

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

PartnerHero

is 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 accommodations for 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 contact careers@partnerhero.com.




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