Technical Support Specialist (GST)

San Pedro Sula or Tegucigalpa, Honduras

Full Time

Technical Support

Mid Level

Role Details

Location: San Pedro Sula or Tegucigalpa, Honduras
Work Arrangement: Hybrid

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

We are searching for a Technical Support Specialist to join our team. If you enjoy understanding how systems work, walking customers through solutions, and digging into technical issues, this role is for you. You’ll troubleshoot product concerns, analyze logs, help resolve cases, and contribute to keeping our knowledge base up to date. Candidates who thrive here are curious, patient, and eager to grow their technical skills.

This role is a great fit if you’re a strong communicator, comfortable navigating technical environments, and motivated to deliver reliable and friendly support.

What You’ll Do:

Diagnose and resolve technical issues via email, chat, or phone.
Provide step-by-step guidance to customers on product usage and configuration.
Perform basic to intermediate troubleshooting (network, hardware, software, apps).
Identify root causes and document solutions clearly.
Manage incoming tickets and maintain timely, accurate updates.
Prioritize issues based on severity and SLA requirements.
Reproduce user-reported issues and gather logs or screenshots.
Test and validate product behaviors to confirm or rule out bugs.
Maintain clear, friendly, and professional communication.
Translate technical concepts into easily understandable explanations.
Deliver a positive support experience and contribute to customer satisfaction.
Update internal knowledge base or FAQs with new findings.
Provide feedback to improve processes, documentation, and product usability.
Work with engineering, QA, and product teams on recurring issues.
Participate in trainings to stay updated on new features and tools.
Use support platforms (Zendesk, Jira, ServiceNow, etc.) to manage cases.
Coordinate with higher-tier teams for escalations or high-profile cases.

What We Expect From You:

1+ years of experience in a technical support role
Currently residing in San Pedro Sula or Tegucigalpa, Honduras
Experience with troubleshooting commercial products and firmware upgrades
Strong problem-solving skills and the ability to manage complex technical issues
Excellent English skills - spoken and written (C1 or C2 level in the CEFR scale)
Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
Ability to thrive in a dynamic and evolving environment - must be adaptable
Metrics-driven and proven ability to handle a high volume of customer interactions
Strong conflict resolution skills and even temperament in challenging situations
Confidence in navigating new tools, tech, and evolving processes

What You’ll Get In Return:

Hybrid working arrangements
Competitive Base Salary
Generous paid vacation
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
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

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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Confidentiality Disclaimer
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 (GST)

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