Hybrid - Technical Support Specialist

Role DetailsLocation: San Pedro Sula or TegucigalpaWork Arrangement: HybridType of Support: Email, chat and phonesContract Duration: Full Time | Role placement is aligned to active programs and may evolve based on performance and business needs.Training Schedule: Monday to Friday, 8:00 am - 5:00 pmWork Schedule: Open to shifting schedules (subject to business requirements) with possible shifts such as 7:00 am – 4:00 pm , 8:00 am – 5:00 pm, or 9:00 am–6:00 pm. With 2 consecutive days off, Monday through Friday.Expected Start Date: March 19, 2026About 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 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 RoleAre 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 succinctlyFollow established support processes and proceduresManage your ticket queue, taking ownership of customer issues, and ensuring they’re handled within our agreed timescalesFact-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 skillsReview and resolve invoicing, billing, and payment-related requestsEscalate tickets promptly where you’re unable to resolve themCommunicate professionally and thoughtfully with customers and internal teamsLearn our technologies inside out and keep up to date with any changes, and learn about any new productsSupport the wider team by sharing knowledge and helping achieve high customer satisfaction with our serviceWhat We Expect From You:A minimum of 1 year of experience in tech support is requiredPassion for Customer Experience via phone and emailExcellent written and verbal communication skillsFantastic customer-focused approach Super-analytical with supreme problem-solving abilitiesHighly adaptable, fast learner, able to work with little direction and own customer issuesVery tech-savvy Dependable, motivated, and a self-starter, with the ability to work independentlyExcellent workload management and work prioritization skills (especially when many different items require your attention)Previous experience providing technical supportWhat You’ll Get In Return:Be part of a people-first, values-driven organizationWork with innovative global partners and diverse teamsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision optionsAccess to free posture-based fitness workouts from homeTraining and professional development opportunitiesHybrid working arrangementsCompany 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 JazzHRh4g4Ed0x4t