Hybrid Technical Support Specialist - Music Platform

San Pedro Sula or Tegucigalpa, Honduras

Full Time

Tech Support

Mid Level

Role Details

Location: San Pedro Sula & Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Live chats, emails, and phones
Contract Duration: Full-time
Training Schedule: Monday - Friday | 11:00 am - 8:00 pm, weekends off
Work Schedule: Monday - Friday | 11:00 am - 8:00 pm, weekends off
Expected Start Date: January 8, 2026

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

Our Customer Support Team handles inquiries from both existing customers and potential leads. Current customers typically reach out for troubleshooting assistance or billing-related questions, while prospective customers inquire about our services, equipment, and pricing. Support is available via chat, email, and phone, with the majority of interactions occurring through live chat. Our team is committed to providing fast, efficient, and knowledgeable support to enhance the customer experience and drive business success.

What You’ll Do:

Deliver exceptional customer service to users via chat, email, and phone channels with prompt, accurate, and friendly responses
Use a customer-centric approach, displaying empathy in every interaction
Help customers solve problems with strong troubleshooting, reading comprehension, critical thinking, and problem-solving skills
Own problems and see them through to resolution, focusing on long-term, scalable solutions
Work independently and collaboratively with cross-functional teams to identify, communicate, and resolve escalated issues
Analyze recurring customer issues and create insight reports to help our Partners make their businesses better
Savvy with the web, computers, and smartphones

What We Expect From You:

Excellent English skills, spoken and written (EFSET results from C1 or C2 level)
1+ years of technical customer support service experience: preferably supporting customers via tickets, email, and chat
Strong troubleshooting skills with familiarity in resolving issues related to speakers, Wi-Fi, and Bluetooth
Ability to work with PC, Mac, and mobile devices
Top-notch communicator with excellent written and verbal communication skills
Highly organized with strong attention to detail
A knack for finding issues while thinking critically to solve problems and recommend solutions
Resourceful—comfortable troubleshooting and investigating tricky problems on your own, but know when to ask for help
Strong multitasking abilities and a willingness to learn new workflows
Unfazed by change, with the ability to navigate ambiguity and flexibility to adapt and respond appropriately to various situations
Feedback-obsessed mindset, seeking ways to improve and grow
Flexible with schedule

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
Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams
Access to free posture-based fitness workouts from home
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).
Instructions:

1. Copy and paste the following link into your browser:
https://app.solidroad.com/public/assessments/258920d9-1a95-42f9-b6f4-2ca1be778ac1

2. Complete the full assessment.

3. Use your full name and the same email address as in your application.* I have completed the assessment.No, I was unable to complete it due to a technical issue. (Please explain in the next question)

Could you please complete the SolidRoad English Assessment?
If you experienced any technical issues (e.g., error messages, loading problems, device issues, etc.), please briefly describe them below.

This position follows a hybrid work setup. Are you comfortable commuting to the office during required onsite days?
San Pedro Sula: Century Business Square Blvd. José Peraza, 21102 SPS, Cortés*

Our production schedules may vary depending on client needs. Which schedule(s) are you open to working?*

Are you a current employee or a previous employee of Crescendo (formerly PartnerHero)?*

If you were previously employed, please confirm your exit date (month, year).

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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.

For any questions or clarifications, please contact [email protected]*

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Hybrid Technical Support Specialist - Music Platform

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