Technical Support Specialist II

Role Details

Location: Metro Manila, Philippines
Work Arrangement: Hybrid
Type of Support: Omnichannel
Contract Duration: 2 Months
Training Schedule: 9:30 PM - 6:30 AM (PHL Local time) Mon-Fri
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: November 2, 2026

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 sleep.

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.

Welcome to Crescendo. Welcome to what’s next.

The Role

This position has primary responsibilities for providing hands-on technical troubleshooting, managing warranties and replacements, and best practice guidance for our Partner’s product. The technical Support associate work environment is focused on providing support to end-users, business partners, sales representatives and service providers in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs, and delivers the highest level of client satisfaction.

What You’ll Do:

• Support the team by executing on initiatives and collaborating on projects
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life
• Flexible work schedule
• Passion for Customer Experience
• Proven ability to work remotely as part of a team but also under minor supervision.
• Problem-solving and troubleshooting with customers to resolve their queries quickly
• Maintaining a detailed documentation of all interactions in Salesforce.
• Achieving set targets in agreed KPIs
• Deciding how best to resolve a customer query and deciding which queries need to be escalated
• Developing allocated projects to raise efficiency within the department and overall customer satisfaction
• Handling substantial numbers of customer calls/emails in a timely manner and to customer satisfaction
• Escalating any system issues to your TLs for further investigation and resolution.
• Educating customers and users on how to use the partner’s products and services
• Identify trending issues and report them to leadership
• Handle email and chat support simultaneously

What We Expect From You:

• 1+ year of technical support experience supporting customers via phone, email and chat.
• Experience installing and uninstalling apps from phones and computers
• Excellent working knowledge of computer configurations and operating systems with the ability to be responsible for resolving technical issues
• Excellent time management, procedural documentation skills, organizational skills, communication skills and customer care skills
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment – must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to properly understand and convey tone via spoken and written communications
• Creative problem-solving skills
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes particularly in ambiguous situations
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision
  

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture

Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.

• Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
• Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
• Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
• Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
• Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.

Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. 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 legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.

We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at careers@crescendo.ai.

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