Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Phone, Email and Chat
Contract Duration: Full-time
Training Schedule: Monday - Friday 8:00 am - 5:00 pm EST | Saturday/Sunday Off
Work Schedule: Monday - Friday 8:00 am - 5:00 pm EST | Saturday/Sunday Off
Expected Start Date: Immediately

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

Crescendo is seeking a Level 2 Technical Support Specialist to support one of our key partners—an organization dedicated to elevating the urban experience through real-time information, wayfinding, and connectivity. Their solutions enhance how people navigate their cities while enabling brands to deliver more relevant, context-driven advertising.

In this role, you’ll serve as a critical technical resource, ensuring issues are resolved efficiently and consistently while helping maintain an exceptional customer experience.

What You’ll Do:

• Becoming an expert in our partner’s technologies—learning them inside and out, staying up to date with system changes, and familiarizing yourself with new products.
• Researching, diagnosing, and resolving software, hardware, and network-related issues.
• Troubleshooting technical problems across multiple systems and environments.
• Properly escalating complex issues to internal teams when needed, ensuring customers receive timely and accurate support.
• Communicating with business-owner customers via email, phone, and text to resolve inquiries and provide technical assistance.
• Following established support processes, documentation standards, and procedures.
• Providing high-quality support to field engineers and contributing daily to incident analysis and resolution.
• Collaborating with the global support team by sharing knowledge, best practices, and contributing to high customer satisfaction.
• Managing your ticket queue with full ownership—ensuring cases are thoroughly documented, prioritized appropriately, and resolved within SLAs.

What We Expect From You:

• Excellent English communication skills, both spoken and written.
• Demonstrated success in a collaborative, team-oriented environment within roles such as Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar.
• Ability to work methodically and independently while maintaining strong attention to detail.
• Strong problem-solving and interpersonal communication skills.
• Ability to deliver clear, step-by-step technical assistance verbally and in writing.
• Solid system-level troubleshooting skills (power, networking, software, hardware, connectivity).
• Ability to manage multiple tasks simultaneously while meeting deadlines.
• Competence in identifying and diagnosing network issues, and using internal knowledge bases or external resources to provide accurate solutions.
• A self-driven learning mindset—comfortable researching solutions independently and knowing when to escalate or ask for help.
• Proficiency with Microsoft Office.
• Nice to Have (We’ll Teach You if You Don’t Have It!)
• Experience with CRMs (e.g., Zendesk, Salesforce).
• Experience with ticketing platforms (e.g., Jira).
• Understanding of technical and operational workflows or processes.

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

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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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