Technical Support Specialist II - Dedicated

Role Details

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.

The Role

We’re looking for a Technical Support Specialist to join our rapidly growing team. You’ll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. You’ll be doing everything from answering basic customer questions to taking deep dives into customer workflows to resolve customer problems. You’ll work closely with Engineering to facilitate end-to-end resolution of customer issues and help represent the voice of the customer to the Product team.
 

What You’ll Do:

• Become a subject matter expert on all aspects of the company’s platform, with deep product knowledge.
• Collaborate closely with engineering teams to troubleshoot and resolve customer issues efficiently.
• Serve as the primary point of contact for customers and their suppliers, representing the organization with professionalism and clarity.
• Utilize internal tools to investigate data, analyze system behavior, and review customer configurations.
• Partner with the Product team, acting as the voice of the customer to influence and help shape the product roadmap.
• Coordinate with post-sales stakeholders to triage, understand, and resolve customer issues promptly and effectively.
• Leverage broad product expertise and insights into customer needs to drive increased product adoption.
• Act as a product-matter expert to support cross-functional teams across the organization.
• Proactively identify opportunities to improve internal workflows, both within Customer Support and company-wide.
• Use support platforms (e.g., Intercom) to deliver best-in-class service levels and meet established SLAs.
   

What We Expect From You:

• 1-4 years in a customer-facing role
• Excellent verbal and written communication skills
• A real passion for working with customers
• Demonstrated ability to quickly learn complex technologies and software
• Growth mindset – an eagerness to learn, and approach change with optimism and resilience
• Willingness to get your hands dirty at an early-stage company
• Demonstrated ownership over problems, and ability to deliver for a customer, even when the going gets tough
• Ability to work in PST time zone
   

What You’ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• 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
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

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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