Technical Helpdesk Support Specialist

Role Details

Location: Honduras, San Pedro Sula or Tegicugalpa
Work Arrangement: Hybrid - Work from the office twice a week
Type of Support: Tickets
Contract Duration: Permanent
Training Schedule: Monday - Friday 7:00 AM - 4:00 PM
Work Schedule: Sunday - Thursday 7:00 AM - 4:00 PM (Excluding Monday 10:00 AM - 7:00 PM) with Friday and Saturday Off
Expected Start Date: November 13, 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 sleeps.

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.
 

The Role

We believe that by bridging the digital and physical worlds, we can help people get the most out of their city. With award-winning products like Link, the largest and fastest free public Wi-Fi network in the world, Intersection elevates the urban experience with real-time information, wayfinding, and connectivity, enhancing people’s journeys through their cities and offering brands the opportunity to drive more relevant and engaging advertising, rooted in real-world location and physical context.
As an associate for this program, you should be able to thrive in a methodical environment with minimal supervision while maintaining a keen eye for detail. Provide the best support to field engineers and contribute to analysis on a daily basis.
Technical Support Associate responsibilities include identifying network issues. Refer to the internal database or external resources to provide accurate tech solutions. Research and identify solutions to software and hardware issues. Diagnose and troubleshoot technical issues. Properly escalating issues to appropriate internal teams, you’ll help us deliver an excellent customer experience to our business-owner customers by addressing their questions via email, phone, and text as well as troubleshooting their technical issues. 
 

What You’ll Do:

• Troubleshoot and solve customer issues with clarity and care
• Managing your own ticket queue, taking ownership of customer issues, and ensuring they’re handled within our agreed timescales
• Escalating unresolved tickets promptly and communicating professionally and thoughtfully with customers and internal teams
• Supporting the global team by sharing knowledge and helping achieve high customer satisfaction with the service
• Learning the partner's technologies inside out, keeping up to date with any changes, and learning about any new products
• Identifying network issues
• Referring to the internal database or external resources to provide accurate tech solutions
• Researching and identifying solutions to software and hardware issues
• Diagnosing and troubleshooting technical issues
• Escalating issues properly to the appropriate internal teams
   

What We Expect From You:

• Excellent written and verbal English communication skills (EFSET C2 required)
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Strong problem-solving and critical thinking abilities
• Able to work a flexible schedule
• Strong system-level troubleshooting (e.g., power, network, software, hardware)
• Following established support processes and procedures
• Managing your own ticket queue, taking ownership of customer issues, and ensuring they’re handled within our agreed timescales
• Ability to provide step-by-step technical help, both written and verbal
• Highly organized, accountable, and dependable
• Escalating unresolved tickets promptly and communicating professionally and thoughtfully with customers and internal teams
• Comfortable using technology-Slack and email as a primary form of communication
• Comfortable working in a fast-paced, dynamic environment
• Tech-savvy across web, computer, and mobile tools
• Able to thrive while working independently, with minimal supervision
• Curious, eager, and committed to continuous learning
• Supporting the global team by s
• Learning the partner's technologies inside out, keeping up to date with any changes, and learning about any new products
  haring knowledge and helping achieve high customer satisfaction with the service
   

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive 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 and professional development opportunities