Technical Support Specialist (GST)
Role Details:
Type of Support: Omnichannel (Phones & Emails)
Contract duration: Full-Time / Permanent
Work type and Location: Hybrid - San Pedro Sula or Tegucigalpa
Expected start date: (Exact date will be determined)
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 motivated and enthusiastic individual to join our team as an Entry-Level Tech Support Specialist. The ideal candidate will possess a basic understanding of technology and a passion for helping customers solve their tech-related issues. This role will focus on providing excellent support to our clients, ensuring they have a positive experience with our products and services.
What You’ll Do:
- Support commercial installations, including the configuration of the partner's screen displays
- Troubleshoot video quality issues, touch screen, and conferencing functionalities
- Perform firmware upgrades and troubleshoot advanced commercial products
- Handle requests, CMS troubleshooting, and manage return processes
- Support advanced products and configurations as detailed on the partner's commercial support page
- Answer the hotline assigned to the region
- Respond in the language selected by the customer (English or Spanish)
- Answer product technical questions, provide troubleshooting, and handle/answer the product-related inquiries
- Escalate as needed by creating a case on the support platform
- Monitor for new cases on the commercial queue
- Answer questions from basic to technical for any cases written in the language they can understand
- Only take ownership of the case in the region
- Escalate if the case is not written in a language they can’t understand
- Offer conference calls for complex cases and schedule calls with customer
- Provide troubleshooting, share screens, and capture logs as needed
- Include higher tier as needed for an escalated or high-profile case
What We Expect From You:
- 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)
- 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
- Understanding of active listening techniques
- Comfortable using a computer
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 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
Culture leads, success follows. Our core values are the foundation of our work and shape our culture. We are dedicated to fostering a supportive workplace for all associates.
- Care for Others: We prioritize empathy, cooperation, and support for one another in our work.
- Embrace Growth: We encourage taking risks, developing skills, and remaining open to change.
- Manifest Trust: Trust is crucial for teamwork and collaboration, built through consistent delivery on commitments.
- Take Ownership: We believe in doing the right thing and taking responsibility for our actions.
- Be Humble: We seek guidance, embrace feedback, and value listening to our colleagues.
We are proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging, and these principles guide our organizational practices. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic.
We are dedicated to including all individuals and will provide reasonable accommodations for qualified applicants with disabilities in our hiring process. If you need assistance or accommodations to participate in the job application or interview process, please contact us at [email protected].