IT Support Specialist

Role Details

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

About The Role

We are seeking a proactive and technically skilled Escalations Support Representative to serve as the escalation point for complex support issues and help enhance our support processes. This role works closely with Product, Engineering, and Customer Success teams to triage bugs, streamline workflows, and ensure prompt communication regarding high-priority customer concerns.

What You’ll Do:

• Oversee and manage the Technical Support and Defect queues in Zendesk as needed, ensuring no ticket falls through the cracks.
• Triage escalated tickets, gather relevant logs or reproduction steps, and work directly with engineers to reproduce or resolve issues.
• Provide clear, timely updates to customers and internal teams on the status of open bugs or feature requests.
• Meet regularly (e.g., weekly or bi-weekly) with Product and Engineering teams to review newly reported bugs and feature requests.
• Help set and adjust priority levels for escalated tickets based on customer impact, business goals, and engineering capacity.
• Monitor multiple Slack channels to detect emerging incidents or critical customer issues.
• Summarize and escalate urgent findings in real-time, collaborating with Engineers and Product Managers to ensure transparent and rapid response.
• Serve as the Subject Matter Expert (SME) for all customer-facing teams (Support, Sales, Customer Success) regarding the latest known defects, feature statuses, and workarounds.
• Identify knowledge gaps or recurring troubleshooting challenges within the Tier 1 and Tier 2 teams.
• Develop and deliver targeted training sessions (live demos, recorded walkthroughs, updated documentation) to ensure consistent onboarding and ongoing skill development.
• Provide coaching and feedback during peer reviews, ticket audits, and shadow sessions to help less-experienced team members grow.

What We Expect From You:

• 2+ years in a technical support role (Tier 1 or Tier 2), preferably in SaaS or web-based applications.
• Proficient in Zendesk, including ticket management, workflows, and dashboard reporting.
• Basic familiarity with SQL, APIs, or scripting languages to assist in reproducing and diagnosing technical issues
• Strong written and verbal communication skills, with the ability to simplify technical topics for diverse audiences.
• Proven experience collaborating with Product and Engineering teams and navigating cross-functional priorities.
• Strong troubleshooting and problem-solving abilities, with a bias toward continuous improvement
• Experience with bug-tracking tools like JIRA or Linear.
• Background in developing knowledge-base content or delivering internal training.
• Highly organized with the ability to manage multiple tasks in a fast-paced environment.

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Work type - Hybrid model
• 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].