Role Details

Location: Tegucigalpa & San Pedro Sula
Work Arrangement: Hybrid
Type of Support: Phone, chats and Emails
Contract Duration: Full-time
Training Schedule: Between 7:00 am and 7:00 pm
Work Schedule: Between 7:00 am and 7:00 pm
Expected Start Date: March 5, 2026

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.

Welcome to Crescendo. Welcome to what’s next.

The Role

As a Technical Support Specialist II, you will provide senior-level technical assistance for our enterprise-grade hardware and software solutions. You will be responsible for managing complex configurations, resolving sophisticated equipment issues, and delivering advanced troubleshooting to our valued clients.

What You’ll Do:

• Provide expert-level support for enterprise installations, including the configuration of proprietary hardware and associated peripherals and/or proprietary software.
• Diagnose and resolve advanced issues related to audio/visual performance, interactive displays, and integrated communication systems.
• Perform firmware upgrades and provide expert-level troubleshooting for a range of sophisticated technical products.
• Manage the full lifecycle of support requests, from initial contact to resolution, including handling product return and replacement processes.
• Proactively monitor support queues to ensure timely response and resolution of incoming technical cases within your assigned region.
• Deliver multilingual support based on customer needs and established service level agreements across multiple channels (voice/ email/ chat/ social media moderation).
• Document and escalate complex issues to higher-tier support teams using internal case management systems.
• Coordinate and lead remote support sessions with clients to resolve intricate technical challenges.
• Utilize remote assistance tools, including screen sharing and log file analysis, to diagnose and resolve issues efficiently.
• Collaborate with senior engineering and support tiers on high-priority or escalated client cases to ensure swift resolution.
  

What We Expect From You:

• 2 + years of experience in Hardware/Software Technical Support.Service Field (BPO)
• Advanced (C2) English Level; written and spoken + Additional Language skill
• Ability to multitask, prioritize in a fast-paced call center environment, and manage time effectively
• Ability to work independently and typically only needs basic direction to get started on new tasks or assignments
• Strong interpersonal skills
• Ability to prioritize and multitask
• Savvy with web, computer, and smartphones
• Great problem-solving aptitude
• Attention to detail and excellent quality. Manage communication with customers via email, chat, and outbound phone, while performing due diligence to find appropriate responses
• Maintain accurate records to ensure support requests are properly tracked and documented
• Help customers navigate the basic how-to, navigation, and troubleshooting of the various of the Partner's applications
• Escalate items to the appropriate channels to ensure customers’ questions and technical inquiries are addressed quickly
  

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
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core 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 mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo 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 NOTICE

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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.