Role Details

Location: San Pedro Sula or Tegucigalpa
Work Setup: Hybrid
Support Channels: Phone, Chat, Email


About Us

At Crescendo, we believe great support is built by great people.

We combine human expertise with AI-powered operations to help global brands deliver customer experiences that are fast, reliable, and always available. But while technology helps us scale, it's our people who solve problems, build trust, and create meaningful customer interactions every day.

We're creating an environment where curiosity is encouraged, growth is intentional, and talented individuals can build careers that go beyond answering tickets.

If you're passionate about technology, enjoy solving complex problems, and want your work to make a real impact, we'd love to meet you.

As a Technical Support Specialist, you'll be the bridge between customers and technology.

When customers encounter technical challenges, you'll be the person they rely on to investigate issues, identify solutions, and guide them toward successful outcomes. You'll work across multiple support channels, troubleshoot a variety of technical problems, and collaborate with internal teams to improve the overall customer experience.

This role is ideal for someone who enjoys analytical thinking, continuous learning, and turning technical complexity into simple, understandable solutions.

What You'll Do:

• Provide technical support through phone, chat, and email channels
• Troubleshoot software, hardware, network, and application-related issues
• Investigate customer concerns and identify root causes
• Guide users through technical solutions in a clear and professional manner
• Document troubleshooting steps, resolutions, and knowledge articles
• Escalate complex issues when necessary while maintaining ownership of the customer experience
• Collaborate with cross-functional teams to resolve recurring problems
• Monitor trends and identify opportunities for process improvement
• Stay current on product updates, system changes, and new technologies
• Deliver a positive customer experience during every interaction

• 2+ years of experience in Technical Support, IT Support, Help Desk, or a similar role
• Currently based in San Pedro Sula or Tegucigalpa
• Hands-on experience troubleshooting software, hardware, or technical systems
• Experience working with firmware updates, system configurations, or device setup
• Strong analytical and problem-solving skills
• Advanced English communication skills (C1/C2 level)
• Ability to explain technical concepts in a clear, customer-friendly way
• Comfortable working across multiple tools and platforms simultaneously
• Strong attention to detail and organizational skills
• Ability to remain calm, professional, and solution-focused under pressure
• Experience in fast-paced customer-facing environments

• Hybrid work arrangement that balances flexibility and collaboration
• Competitive compensation package
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision coverage (country-specific)
• Ongoing learning and technical development opportunities
• Exposure to global teams, modern technologies, and innovative support operations
• Career growth opportunities supported by coaching, mentorship, and continuous feedback
• A people-first culture where your contributions are recognized and your development 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

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.