Role Details
Type of Support: Email and chat support
Contract Duration: Permanent
Work Schedule: 8:00 am - 5:00 pm and/or 10:00 am - 7:00 pm, Two consecutive days off
Work Type and Location: Hybrid, San Pedro Sula or Tegucigalpa
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
As a Technical Support Level II Specialist, you will be part of a skilled team dedicated to delivering exceptional customer experiences on a short-term property rental platform. In this role, you will troubleshoot and resolve technical issues for various users, including hosts, guests, and property managers, primarily via email and chat. Collaborating closely with internal teams, you will ensure timely solutions and contribute to enhancing the overall user experience through effective problem-solving and attention to detail.
This role involves high volumes and complex cases, as well as deep dives and strong troubleshooting skills. Tech savviness/proficiency is a must!
What You’ll Do:
- Providing exceptional, friendly, and efficient customer and technical support via email and chat.
- Resolving customer concerns proactively, leveraging strong troubleshooting, reading comprehension, and problem-solving skills.
- Investigating technical issues and escalating complex customer inquiries and bugs to the appropriate contact points.
- Collaborating effectively with technical and product teams, leveraging a crowd-sourcing, team-first approach to resolve issues quickly.
- Identifying recurring customer challenges and sharing insights with the Team Lead and key stakeholders to help improve our partner’s business processes.
What We Expect From You:
- Exceptional written and spoken English communication skills (EFSET results C1 to C2 level).
- 2+ years of experience with Customer Service and Technical Support.
- A passion for delivering outstanding customer experiences, focusing on turning challenges into opportunities to exceed expectations.
- Technically savvy with web, computer, mobile, and SaaS platforms to support users effectively.
- Demonstrate strong independent research and troubleshooting abilities for technical issues.
- A proactive mindset with a drive to seek knowledge, ask questions, and take the initiative to find a resolution.
- Understand basic system communication principles, such as data transmission, secure logins, and system information sharing.
- Adaptability to thrive in a fast-paced and ever-changing environment, with varying work demands, efficiently handling high-volume queues whilst providing in-depth troubleshooting for complex cases.
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
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- 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.
