Role Details

Type of Support: Omnichannel (Phone, Chat, Email)
Location: San Pedro Sula or Tegucigalpa, Honduras
Work Arrangement: Hybrid

About Us

At Crescendo, we set the standard for customer experience in the AI era. By combining world-class outsourcing expertise with innovative technology, we deliver scalable results and support that never sleeps.

But our real difference? Our people. We don’t just connect talent with roles—we create an environment where careers grow, ideas thrive, and individuals are empowered to make a real impact every day.

Join us and help shape the future of customer experience.

About the Role

As a Technical Support Specialist, you’ll be the bridge between technology and our customers. If you enjoy understanding systems, solving technical problems, and guiding users step-by-step, this role is for you. You’ll troubleshoot issues, manage cases, analyze logs, and help keep our knowledge base current.

This role is perfect for candidates who are curious, patient, and motivated to expand their technical expertise. Strong communicators who are comfortable with technology and passionate about helping customers will thrive here.

What You’ll Do

• Diagnose and resolve technical issues across email, chat, and phone channels.
• Guide customers step-by-step on product usage, configuration, and troubleshooting.
• Troubleshoot network, hardware, software, and application-related issues.
• Identify root causes and document solutions clearly and accurately.
• Manage incoming tickets and provide timely updates.
• Test and validate product behaviors to confirm or rule out bugs.
• Translate technical concepts into clear, understandable explanations.
• Maintain professional, friendly, and helpful communication at all times.
• Update internal knowledge base and FAQs with new insights.
• Collaborate with engineering, QA, and product teams on recurring issues.
• Participate in training to stay current with tools, features, and best practices.
• Coordinate escalations or high-priority cases with senior teams.

What We Expect From You

• 2+ years of experience in a technical support or software/hardware troubleshooting role.
• Residing in San Pedro Sula or Tegucigalpa, Honduras.
• Hands-on experience troubleshooting commercial products and performing firmware upgrades.
• Strong analytical and problem-solving skills.
• Excellent English communication skills (spoken and written, C1/C2 level).
• Passion for delivering exceptional customer experiences and solving challenges proactively.
• Adaptable and able to thrive in a fast-paced, evolving environment.
• Proven ability to handle high-volume customer interactions.
• Strong conflict resolution skills and calm temperament in challenging situations.
• Confidence navigating new tools, technologies, and processes.

What You’ll Get in Return

• Hybrid work arrangement for flexibility.
• Competitive base salary that rewards your expertise.
• Work with diverse, innovative global teams.
• Generous paid vacation to recharge.
• Comprehensive benefits package, including medical, dental, and vision coverage (per country of residence).
• Training and development opportunities from Crescendo and external partners.
• Be part of a people-first, values-driven organization where your growth matters.

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

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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.