Role Details

Location: San Pedro Sula and Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Ticket and chat 
Contract Duration: Permanent
Training Schedule: Monday to Friday, 7:00 am - 4:00 pm CST
Work Schedule: Tuesday - Saturday 11:00 am - 8:00 pm CST | Sunday and Mondays off 
Expected Start Date: March 30, 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 sleep.

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 believe that by bridging the digital and physical worlds, technology can help people get the most out of their cities. Through innovative solutions such as large-scale public Wi-Fi networks and smart city infrastructure, urban experiences are enhanced with real-time information, wayfinding, and connectivity. These solutions improve how people navigate and interact with their environment while also enabling brands to deliver more relevant and engaging advertising based on real-world location and context.

As an specialist for this program, you should be able to thrive in a methodical environment with minimal supervision while maintaining a keen eye for detail. You will provide support to field engineers and contribute with analysis on a daily basis.

Technical Support Specialist responsibilities include identifying network issues and referring to internal databases or external resources to provide accurate technical solutions. You will research and identify solutions to software and hardware issues, diagnose and troubleshoot technical problems, and properly escalate issues to the appropriate internal teams. In this role, you will help deliver an excellent customer experience by addressing questions via email, phone, and text while assisting with technical troubleshooting.

What You’ll Do:

• Provide technical support by diagnosing and troubleshooting system, network, software, and hardware issues.
• Assist customers and internal teams by providing clear, step-by-step technical guidance both in writing and verbally.
• Manage and prioritize your own ticket queue, ensuring issues are resolved within established service timelines.
• Follow established support processes and procedures to ensure consistent and high-quality service delivery.
• Escalate unresolved issues to the appropriate internal teams in a timely and professional manner.
• Communicate effectively with customers and internal stakeholders through tools such as Slack, email, and other support platforms.
• Collaborate with global teams by sharing knowledge, insights, and best practices to improve support outcomes.
• Continuously learn and stay up to date on the technologies, systems, and tools used within the program.
• Contribute to maintaining high customer satisfaction by delivering accurate, thoughtful, and timely support.
• Adapt to a flexible work schedule to support operational needs.

What We Expect From You:

• Critical Thinking
• Active Listening
• Conflict Resolution
• Able to thrive while working independently, minimal supervision
• Show initiative, complete tasks without being told.

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive 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 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.