Baby Monitor Device - Technical Support Specialist II

Technical Support Role

Type of Support: Omnichannel

Contract Duration: Full Time, Permanent

Training Schedule: Monday - Friday, 8:00 AM - 5:00 PM CST

Work Schedule: Saturday - Wednesday, 8:00 AM - 5:00 PM CST

Work Type and Location: Hybrid, Tegucigalpa or San Pedro Sula

Expected Start Date: September 18, 2025

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 empower 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.

The Role

Do you like helping others? PartnerHero is looking for talented folks to join our Technical Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you'll have the support you need to develop and grow your career. The reason you join won't be the reason you stay.

What You'll Do:

• Providing support to customers via phone calls and emails, with the service level and customer satisfaction as top priorities
• Responding to and resolving support requests with a high level of care, curiosity, and empathy
• Troubleshooting issues across multiple platforms and partnering with teammates to identify solutions.
• Fact-finding, troubleshooting, diagnosing software and hardware issues, and providing solutions (as well as offering alternatives and creative ideas at times)
• Effectively communicating with the product team to fix the issue in a timely manner
• Helping customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Educating customers and users on how to use the products and services
• Proactively communicating possible solutions to common customer problems
• Escalating tickets promptly where you're unable to resolve them
• Escalating bugs or issues with our web and mobile applications and following up with the users once the issue has been resolved
• Relating feedback and ideas from customers to stakeholders within the organization
• Communicating professionally and thoughtfully with customers and internal teams
• Displaying ownership of assigned projects outside traditional Technical Support duties

What We Expect From You:

• A minimum of 1 year of experience in technical support is required, preferably supporting customers via phone and chat
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Passion for Customer Experience via phone, email, and chat
• Proficiency in English, spoken and written
• Excellent written and verbal communication skills
• Savvy with web and computers. You can learn new digital platforms and software with ease
• Ability to work independently and collaboratively
• Highly adaptable, fast learner, able to work with little direction, and own customer issues
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Strong conflict resolution skills and even temperament in challenging situations
• Excellent workload management and work prioritization skills (especially when many items require your attention)
• Excel at working independently and remotely with a distributed team
• Previous experience providing technical support

What You'll Get In Return:

• Remote 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
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why Crescendo?

• We're creating a new category: Augmented AI.
• Our growth has been explosive—0 to $100M+ in ARR in under a year—and we're just getting started.
• Our model is built on outcomes, not buzzwords. That means we only win when our customers do.
• You'll join a high-performing, customer-obsessed team that values speed, creativity, and craft.
• We're remote-first, people-first, and purpose-driven.

Join us and help shape the future of customer experience.

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

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.