Customer Experience & Tech Specialist

Role DetailsType of Support: OminchannelContract Type: Full-timeTraining Schedule: To be determineWork Schedule: Monday to Friday - Shifts may fall between 8: 00 a. m. and 10: 00 p. mWork type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employmentExpected Start Date: August 07, 2025About UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide. As a Most Loved Workplace, we believe culture drives success.

We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive. Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo. The RoleDo you have a passion for helping others and solving problems? We’re looking for a Customer & Technical Support Specialist to join a new launch and deliver top-notch support experiences. This role combines customer service with technical troubleshooting, so we're looking for someone who can confidently guide customers through challenges while providing clear and friendly communication. What You’ll Do:

Support customers via phone, email, and chat, offering guidance and solutions in a professional and friendly manner. Troubleshoot technical issues related to e-commerce platforms (like Shopify), software, hardware, and general account access. Research customer inquiries using available resources and resolve concerns efficiently. Process orders, billing adjustments, and account updates with accuracy and care. Promote products or services when relevant, helping customers understand how offerings can meet their needs. Record and maintain detailed documentation of customer interactions using CRM and ticketing systems. Escalate complex or unresolved cases to specialized support teams when necessary.

Collaborate with teammates to improve processes and contribute to a strong team culture. Stay updated on product knowledge and technology to provide accurate, high-quality support. What We Expect From You: 2+ years of experience in customer service and/or technical support. Strong written and verbal communication skills in English. Problem-solving mindset with the ability to troubleshoot and guide customers step-by-step. Experience using CRM tools and ticketing systems. Ability to multitask, manage time effectively, and adapt in a fast-paced environment. Customer-first attitude with empathy, patience, and professionalism. Team player who’s comfortable working independently when needed.

Quick learner who enjoys learning new tools and processes. What You’ll Get In Return: Hybrid working arrangements (all other countries)Competitive Base SalaryGenerous paid vacationAttractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesAccess to free posture-based fitness workouts from home paid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development Company Culture Is At Our CoreOur core values bring intention to our work and set the tone for our culture.

From the partners we serve to the associates who work with us, we share a set of core values that guide our actions. Care for others - Cooperate, empathize, and seek opportunities to put each other first. Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to changeManifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments. Take ownership - Doing the right thing should come naturally.

Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleaguesPartnerHero 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 [email protected].