Customer Support Specialist ll - Smart Energy

Role DetailsType of Support: Phones, chats, and email supportContract Duration: Full-TimeWork Schedule: The working hours range between 8:00 am - 9:00 pm; Weekends off (subject to change due to daylight saving time)Work Type and Location: Hybrid, San Pedro Sula or TegucigalpaExpected Start Date: February 26, 2026About UsCrescendo 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 dont 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 lets build the future of customer experience together.Welcome to Crescendo. Welcome to whats next. The RoleWe are currently looking for a dynamic and proactive Customer Support Associate to provide support for one of our partners. As a fast-paced tech startup, we embrace constant evolution, rapid iteration, and bold innovation. Our team thrives in a dynamic environment where new challenges and change arent the exception; theyre the norm. If youre excited about building the future of clean energy and transforming the customer experience, youll feel right at home. What Youll Do:Support homeowners and installers across phone, email, and chat channels by answering product questions, troubleshooting technical issues, and resolving technical requestsEducate customers and users on how to use the partners products and services with clarity and empathyIdentify trending issues and report them to the team or escalate critical issues to the internal team, ensuring timely follow-up once resolvedHandle simultaneous conversations across multiple channels while maintaining high-quality serviceFollow up with users who provide unsatisfactory ratings and turn those into positive experiencesParticipate in the curation of documentation and resources to streamline support processesProvide feedback to enhance and develop products based on insights gathered from both customers and installersWork cross-functionally with internal teams and ensure issue resolutionProactively contribute to team initiatives, supporting operations, and identifying opportunities for improvement as the team scalesShare valuable customer insights to help drive customer retention and loyaltyWhat We Expect From You:C2 English proficiency - both written and spoken - with an ability to adjust tone for different situationsAt least 1+ year of technical support experience, preferably in a multi-channel (chat/email/phone) environmentEmpathy and patience when resolving complex issues; you're someone who genuinely caresStrong conflict resolution skills with a calm, even temperament under pressureGeneral understanding of mobile apps and experience with troubleshooting apps on devicesExposure to CRM and communication tools such as Zendesk, Salesforce, Slack, or similar platformsA passion for creating exceptional customer experiences and exceeding expectations.Creative problem-solving skills, impeccable judgment, and comfort with ambiguityOrganized, self-motivated, and adaptable to change in a dynamic, evolving environmentA proactive attitude with the ability to work independently and take initiativeYou embody PartnerHero's Core Values: Be Humble, Take Ownership, Embrace Growth, Manifest Trust, and Care for OthersWhat Youll Get In Return:Competitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homeTraining opportunities provided by Crescendo and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CorennCore values give our work intention and our culture its edge. Theyre the standards we hold for ourselves, our partners, and each other.nnntCare for others: Empathy is a key driver. When people thrive, so does the mission.ntEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.ntManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel whats next.ntTake ownership: Bold choices with integrity at the core—thats how impact lasts.ntBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.nnnCrescendo 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.nnWe 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

Created: 2026-02-06