Technical Support Specialist III (Hybrid)

Role Details

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

Do you love being an expert in a product, have technical support experience, excellent communication skills and a keen eye for detail?

As a Technical Support Specialist III you’ll be responsible for providing the best technical support and becoming a product knowledge specialist. You’ll work closely with fellow operations colleagues, as well as the onboarding team, the engineering team and the product team to ensure quick and efficient resolution and implementation of external and internal requests.

What You’ll Do:

• You’ll triage incoming technical enquiries from our clients and fellow teammates, and prioritise within agreed SLA’s, taking ownership of any technical issues
• You’ll work with the Client, Engineering, and QA teams to make sure issues are resolved successfully and quickly
• You’ll support our Onboarding team with any testing and integration escalations
• You’ll become a technical expert to support the platform, which may cover a wide range of topics such as: product configuration, web debugging, (Javascript, CSS, HTML), API, troubleshooting, data transfer via SFTP, Webhooks, etc
• You’ll be bridging the gap between any external and internal questions and the Engineering team
• Documenting known solutions to improve future efficiency
• Proactively identifying potential issues with the referral schemes and being responsible for flagging them to clients and getting them resolved
• You’ll support the Client team with technical implementation on multiple ecommerce platforms, (Magento, Shopify, Salesforce commerce) and troubleshooting

What We Expect From You:

• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• Excellent problem-solving and communication skills
• Ability to maintain composure and focus under pressure
• Familiarity and experience with the following: product configuration, web debugging, (Javascript, CSS, HTML), API, troubleshooting, data transfer via SFTP, Webhooks, etc
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills.
• Ability to work in a fast-paced environment
• Savvy with web, computer, and smartphones
• Passion for creating an exceptional customer experience
• Eager and curious to learn.

What You’ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested and approved.
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our 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 change
• Manifest 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 colleagues

PartnerHero 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].