Dedicated - Technical Support Specialist II

Role DetailsType of Support: Omnichannel Technical (Email, chat, phone)Contract Duration: Full TimeWork Schedule: Open to shifting schedules (subject to business requirements)Work type and Location: Hybrid, Open to shifting schedules (subject to business requirements)Expected start date: December 4, 2025About UsCrescendo 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 RoleWe’re looking for a Technical Support Specialist to join our rapidly growing team. You’ll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. You’ll be doing everything from answering basic customer questions to taking deep dives into customer workflows to resolve customer problems. You’ll work closely with Engineering to facilitate end-to-end resolution of customer issues and help represent the voice of the customer to the Product team.What You’ll Do:Become a subject matter expert on all things Zip, with deep product knowledge Work with engineering to troubleshoot and resolve customer issuesBe the face of Zip to our customers and their suppliers Use internal tooling to investigate data and customer configurations Partner with Product, representing the voice of the customer to help drive the Product Roadmap Partner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectivelyUse broad product expertise and understanding of our customer base to increase product adoption Serve as a product-matter expert to support cross-functional teamsProactively identify opportunities to improve how we work, both in Customer Support and overall at Zip Use a Support Tool(Intercom), to deliver on best-in-class SLAsWhat We Expect From You:1-4 years in a customer-facing roleExcellent verbal and written communication skillsA real passion for working with customersDemonstrated ability to quickly learn complex technologies and softwareGrowth mindset – an eagerness to learn, and approach change with optimism and resilienceWillingness to get your hands dirty at an early-stage companyDemonstrated ownership over problems, and ability to deliver for a customer, even when the going gets toughAbility to work in PST time zoneWhat You’ll Get In Return:Hybrid workplace - depending on the partner, role, management, and/or personal workspaceCompetitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homeTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CoreCore values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.Care for others: Empathy is a key driver. When people thrive, so does the missionEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forwardManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s nextTake ownership: Bold choices with integrity at the core—that’s how impact lastsBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learningCrescendo 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@crescendo.ai.PRIVACY NOTICECrescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.Powered by JazzHR39hYZHIYZO