Technical Support Specialist - Hybrid Setup

Descripción de la oferta

Role Details

Type of Support: Omnichannel (Phone, Chat, Email)
Location: San Pedro Sula or Tegucigalpa, Honduras
Work Arrangement: Hybrid

About Us

Crescendo represents peak customer experience performance in the AI era. By combining world-class outsourcing expertise with advanced technology, we redefine customer experience and operations—delivering scalable results and support that never stops.

At Crescendo, people come first. We don’t just connect talent with opportunities—we create an environment where careers grow, ideas thrive, and individuals are empowered to make a real impact. Join us and help shape the future of customer experience.

The Role

We are looking for a Technical Support Specialist to join our team. If you enjoy understanding systems, guiding customers through solutions, and troubleshooting technical issues, this role is for you. You will resolve product concerns, analyze logs, manage cases, and help keep our knowledge base up to date.

Ideal candidates are curious, patient, and motivated to grow their technical skills. This role is well-suited for strong communicators who are comfortable with technology and committed to delivering reliable and friendly support.

What You’ll Do

You will diagnose and resolve technical issues through email, chat, or phone, guide customers step-by-step on product usage, configuration, and troubleshooting, troubleshoot network, hardware, software, and application-related issues, and identify root causes while documenting solutions clearly. You will manage incoming tickets and provide timely, accurate updates, test and validate product behaviors to confirm or rule out bugs, and translate technical concepts into clear, easy-to-understand explanations. Additionally, you will maintain professional, friendly, and helpful communication, update the internal knowledge base and FAQs with new insights, collaborate with engineering, QA, and product teams on recurring issues, participate in trainings to stay current with new tools and features, and coordinate escalations or high-priority cases with senior teams.

What We Expect From You

You should have at least one year of experience in a technical support role and reside in San Pedro Sula or Tegucigalpa, Honduras. You should have hands-on experience troubleshooting commercial products and performing firmware upgrades, strong analytical and problem-solving skills, excellent English communication skills (spoken and written, C1/C2 level), and a passion for delivering exceptional customer experiences. You should be adaptable, able to thrive in a fast-paced environment, capable of handling high-volume customer interactions, possess strong conflict resolution skills, and be confident navigating new tools, technologies, and processes.

What You’ll Get In Return

You will enjoy a hybrid work arrangement, a competitive base salary, the opportunity to work with diverse and innovative global teams, generous paid vacation, a comprehensive benefits package including medical, dental, and vision coverage (per country of residence), and training and development opportunities from Crescendo and external partners. You will be part of a people-first, values-driven organization.

Company Culture

Core values guide our work and define our culture. We care for others, embrace growth, manifest trust, take ownership, and remain humble. Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging, and 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 other legally protected characteristics. We also consider qualified applicants regardless of criminal histories and provide reasonable accommodations for individuals with disabilities in our job application process.

Requerimientos

• Educación mínima: Educación Básica Secundaria
• 1 año de experiencia
• Idiomas: Inglés
• Conocimientos: Soporte técnico, Técnicas de Call Center

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: apoyo, support, soporte, especialista

9 de marzo (actualizada)

Acerca de PARTNER HERO AMERICA, S. DE R.L.

There’s huge potential in the new chapter of AI-powered customer service. But it will only be captured by companies that can shake up the industry models that hold back innovation.

We’re a group of founders who have worked in customer experience for years. Our tech and our people have served billions of customers and provided exceptional service across the world.

Crescendo is our vision for finally changing what’s held us back before.

We’re combining the most a...

There’s huge potential in the new chapter of AI-powered customer service. But it will only be captured by companies that can shake up the industry models that hold back innovation.

We’re a group of founders who have worked in customer experience for years. Our tech and our people have served billions of customers and provided exceptional service across the world.

Crescendo is our vision for finally changing what’s held us back before.

We’re combining the most advanced AI technology with the best human agents to provide a blended experience. We’re eliminating the separation between the contact center and the technology provider. With everything orchestrated together, we can dramatically accelerate improvements to agent and customer experience.

That means customer service that’s more in sync, easier to manage, and more tightly integrated than ever before.

And our customers will only pay for positive outcomes. It’s a brilliant harmony of AI and CX.