Technical Support Specialist (Omnichannel)

About the role

Crescendo, an AI-powered solutions company, is hiring a Technical Support Specialist in San Pedro Sula or Tegucigalpa, Honduras, on a temporary basis. The role provides hands-on technical assistance, manages warranty claims and product replacements, and guides customers and partners on using the partner's products. It is omnichannel support by phone, email and chat, with a hybrid arrangement and a training schedule of 7:30 AM to 4:30 PM, Monday to Friday, starting 29 October 2026.

Key responsibilities

• Provide technical support by phone, email and chat, troubleshooting issues and delivering timely solutions.
• Help customers install and uninstall applications on mobile devices and computers, and fix operating system and configuration problems.
• Handle high volumes of interactions while meeting quality standards and performance metrics.
• Document interactions, issues and resolutions in Salesforce.
• Educate customers and end-users on how to use the partner's products and services.
• Escalate complex issues and report recurring technical issues and trends to leadership.
• Contribute to team initiatives on efficiency, customer education and the customer experience, and share customer insights.

Required profile

• 1+ year of technical support experience assisting customers by phone, email and chat.
• Strong technical knowledge of computers, operating systems, configurations and application installation and troubleshooting.
• Excellent communication, problem-solving, critical thinking and conflict-resolution skills.
• Ability to work independently with minimal supervision and to collaborate with a remote team.
• Flexibility to accommodate work schedules and changing business needs.

What we offer

• Hybrid working arrangements.
• Competitive base salary and generous paid time off.
• Benefits including medical, dental and vision options.
• Free posture-based fitness workouts from home and training and professional development opportunities.