Role Details
Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Ominichannel (Email, chat and phones)
Contract Duration: Temporary
Training Schedule: Monday to Friday, 8:00 am - 5:00 pm
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: February 2025
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.
More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
The Role
Are you passionate about Technical Support? Crescendo is seeking Technical Support Specialists to help support our smart sustainable partner. This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for the suite of products. A successful Technical Support Specialist operates efficiently in this climate, maintains composure, exhibits professionalism, understands our Services Team's needs, and delivers the highest level of client satisfaction.
What You’ll Do:
- Provide help via telephone and email, ensuring all interactions are recorded in our ticketing system (Kustomer)
- Prioritize and categorize tickets, ensuring issues are recorded and summarized succinctly
- Follow established support processes and procedures
- Manage your ticket queue, taking ownership of customer issues, and ensuring they’re handled within our agreed timescales
- Fact-finding, troubleshooting, diagnosing software issues, and providing solutions (as well as offering alternatives and creative ideas at times)
- Provide a high-quality experience utilizing problem-solving and communication skills
- Review and resolve invoicing, billing, and payment-related requests
- Escalate tickets promptly where you’re unable to resolve them
- Communicate professionally and thoughtfully with customers and internal teams
- Learn our technologies inside out and keep up to date with any changes, and learn about any new products
- Support the wider team by sharing knowledge and helping achieve high customer satisfaction with our service
What We Expect From You:
- A minimum of 1 year of experience in tech support is required
- Passion for Customer Experience via phone and email
- Excellent written and verbal communication skills
- Fantastic customer-focused approach
- Super-analytical with supreme problem-solving abilities
- Highly adaptable, fast learner, able to work with little direction and own customer issues
- Very tech-savvy
- Dependable, motivated, and a self-starter, with the ability to work independently
- Excellent workload management and work prioritization skills (especially when many different items require your attention)
- Previous experience providing technical support
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options
- Access to free posture-based fitness workouts from home
- Training and professional development opportunities
Top Skills
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind.
We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
