Smart Energy Technical 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 empower 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.

The Role

We are currently looking for a dynamic and proactive Technical Support Associate to provide support for one of our partners. As a fast-paced tech startup, we embrace constant evolution, rapid iteration, and bold innovation. Our team thrives in a dynamic environment where new challenges and change aren’t the exception; they’re the norm. If you’re excited about building the future of clean energy and transforming the customer experience, you’ll feel right at home.

What You’ll Do:

• Support homeowners and installers across phone, email, and chat channels by answering product questions, troubleshooting technical issues, and resolving technical requests
• Educate customers and users on how to use the partner’s products and services with clarity and empathy
• Identify trending issues and report them to the team or escalate critical issues to the internal team, ensuring timely follow-up once resolved
• Handle simultaneous conversations across multiple channels while maintaining high-quality service
• Follow up with users who provide unsatisfactory ratings and turn those into positive experiences
• Participate in the curation of documentation and resources to streamline support processes
• Provide feedback to enhance and develop products based on insights gathered from both customers and installers
• Work cross-functionally with internal teams and ensure issue resolution
• Proactively contribute to team initiatives, supporting operations, and identifying opportunities for improvement as the team scales
• Share valuable customer insights to help drive customer retention and loyalty

What We Expect From You:

• C2 English proficiency – both written and spoken – with an ability to adjust tone for different situations
• At least 1+ year of technical support experience, preferably in a multi-channel (chat/email/phone) environment
• Empathy and patience when resolving complex issues; you're someone who genuinely cares
• Strong conflict resolution skills with a calm, even temperament under pressure
• General understanding of mobile apps and experience with troubleshooting apps on devices
• Exposure to CRM and communication tools such as Zendesk, Salesforce, Slack, or similar platforms
• A passion for creating exceptional customer experiences and exceeding expectations.
• Creative problem-solving skills, impeccable judgment, and comfort with ambiguity
• Organized, self-motivated, and adaptable to change in a dynamic, evolving environment
• A proactive attitude with the ability to work independently and take initiative
• You embody PartnerHero's Core Values: Be Humble, Take Ownership, Embrace Growth, Manifest Trust, and Care for Others

What You’ll Get In Return:

• Hybrid working arrangements (all other countries)
• 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 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].