Role Details

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.

The Role

We are looking for a motivated Technical Support Specialist II to support our partner in the Medical Field. To support this team, we are searching for candidates with strong technical/customer support skills, excellent communication skills, attention to detail, a passion for healthcare, and the ability to provide customers personalized support through phone, email, and chat.

In this role, you should enjoy thriving in dynamic and flexible environments, taking ownership of our partners’ brands, products, and opportunities, and using their creative problem-solving abilities to go above and beyond expectations.

What You’ll Do:

• Provide expert-level support for enterprise installations, including the configuration of proprietary hardware and associated peripherals and/or proprietary software.
• Diagnose and resolve advanced issues related to audio/visual performance, interactive displays, and integrated communication systems.
• Perform firmware upgrades and provide expert-level troubleshooting for a range of sophisticated technical products.
• Manage the full lifecycle of support requests, from initial contact to resolution, including handling product return and replacement processes.
• Proactively monitor support queues to ensure timely response and resolution of incoming technical cases within your assigned region.
• Deliver multilingual support based on customer needs and established service level agreements across multiple channels (voice/ email/ chat/ social media moderation).
• Document and escalate complex issues to higher-tier support teams using internal case management systems.
• Coordinate and lead remote support sessions with clients to resolve intricate technical challenges.
• Utilize remote assistance tools, including screen sharing and log file analysis, to diagnose and resolve issues efficiently.
• Collaborate with senior engineering and support tiers on high-priority or escalated client cases to ensure swift resolution.

What We Expect From You:

• Excellent English skills both verbal and written (EFSET results must be at the C2 level)
• Excellent problem-solving and communication skills
• Organized, accountable, and responsible
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking, empathy, active listening, initiative, adaptability, and problem-solving skills
• Ability to work in a fast-paced environment
• Savvy with web, computer, and smartphones
• Passion for creating an exceptional customer experience 
• Eager and curious to learn

What You’ll Get In Return:

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

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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