Technical Support Specialist ll

Honduras

Full Time

Technical Support

Mid Level

Role Details

Type of Support: Email and chat support
Contract Duration: Permanent
Work Schedule: 8:00 am - 5:00 pm and/or 10:00 am - 7:00 pm, Two consecutive days off
Work Type and Location: Hybrid, San Pedro Sula and Tegucigalpa
Expected Start Date: November 17, 2025

About Us

PartnerHero is now Crescendo — a stronger, bolder force in customer experience.

Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.

We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy.At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to what’s next.

The Role

As a Technical Support Level II Specialist, you will be part of a skilled team dedicated to delivering exceptional customer experiences on a short-term property rental platform. In this role, you will troubleshoot and resolve technical issues for various users, including hosts, guests, and property managers, primarily via email and chat. Collaborating closely with internal teams, you will ensure timely solutions and contribute to enhancing the overall user experience through effective problem-solving and attention to detail.

This role involves high volumes and complex cases, as well as deep dives and strong troubleshooting skills. Tech savviness/proficiency is a must!

What You’ll Do:

Providing exceptional, friendly, and efficient customer and technical support via email and chat.
Resolving customer concerns proactively, leveraging strong troubleshooting, reading comprehension, and problem-solving skills.
Investigating technical issues and escalating complex customer inquiries and bugs to the appropriate contact points.
Collaborating effectively with technical and product teams, leveraging a crowd-sourcing, team-first approach to resolve issues quickly.
Identifying recurring customer challenges and sharing insights with the Team Lead and key stakeholders to help improve our partner’s business processes.

What We Expect From You:

Exceptional written and spoken English communication skills (EFSET results C1 to C2 level).
2+ years of experience with Customer Service and Technical Support.
A passion for delivering outstanding customer experiences, focusing on turning challenges into opportunities to exceed expectations.
Technically savvy with web, computer, mobile, and SaaS platforms to support users effectively.
Demonstrate strong independent research and troubleshooting abilities for technical issues.
A proactive mindset with a drive to seek knowledge, ask questions, and take the initiative to find a resolution.
Understand basic system communication principles, such as data transmission, secure logins, and system information sharing.
Adaptability to thrive in a fast-paced and ever-changing environment, with varying work demands, efficiently handling high-volume queues whilst providing in-depth troubleshooting for complex cases.

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 paid Sabbatical Leave
Training and professional development opportunities

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

Crescendo 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.

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Our roles require varying levels of English proficiency. To help us assess your level, using a computer, please complete the SolidRoad English Assessment before submitting your application (unless you have already done so).
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We value the privacy and confidentiality of our recruitment process. By participating in the recruitment process, candidates agree to the following:

*Confidentiality of Process: All information, including interview details, assessments, discussions, and any proprietary company information shared during the recruitment process, must remain confidential and must not be disclosed to any third parties without prior written consent.
*Data Protection: Personal information provided by the candidate will be used solely for recruitment purposes and will be handled in compliance with applicable data protection laws.
*Mutual Respect: Candidates are requested to respect the confidentiality of other applicants, as well as the company's policies, strategies, and internal practices shared during the process.

Failure to adhere to these guidelines may result in disqualification from the recruitment process or further legal actions if necessary.

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Technical Support Specialist ll

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