Technical Support Specialist II

Role Details

Type of Support:Email Chat Voice Messaging
Contract Duration:Full-time Permanent
Work Schedule: Training -To be determined Production - 9am to 6pm EST - Thursday/Friday off
Work Type and Location:Remote- US
Expected Start Date: October 92025

About Us

PartnerHeroandCrescendohave joined forces to create a powerhouse of innovation excellence and people-first solutions. By combining PartnerHeros world-class outsourcing and human-centered approach with Crescendos expertise in customer experience and operational excellence we are redefining the future of CX.

Together were 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 PartnerHeroconnects talented people globally with companies looking to build transform and grow. Our strategic expertise and integrated technology empowers 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

As a Tier 2 Product Support Specialist youll serve as a key escalation point for resolving complex technical and product-related issues raised by our members. Sitting within the Member Support organization (MCA) this role combines deep product knowledge with strong troubleshooting skills and a member-first mindset. Youll work cross-functionally with the internal Product and Technical Support team within MCA to resolve issues advocate for improvements and support a seamless member experience.

What youll do:

• Serve as a subject matter expert for Tier 2-level technical issues that cannot be resolved by frontline support agents.
• Troubleshoot bugs data discrepancies app crashes login issues and other tech-related concerns.
• Collaborate with the internal Product and Technical Support team within MCA to reproduce and document bugs and platform issues
• Help inform clear internal documentation for known issues workarounds and escalation workflows via Macros Internal Knowledge Base articles and member-facing FAQ
• Communicate technical information to members in a clear empathetic and non-technical way
• Flag recurring issues or themes and partner with internal Product and Technical Support team to identify root causes and recommend product or process improvements
• Help inform training opportunities frontline agents on new product features tools and troubleshooting techniques
• Manage and respond to escalations from internal teams (e.g. frontline agents QA Client Success) within defined SLAs
• Contribute to continuous improvement efforts for internal workflows member experience and team efficiency

What we expect from you:

• 24 years of experience in a customer support or technical support operations role
• Strong troubleshooting and problem-solving skills ideally with experience supporting software or digital platforms
• Excellent written and verbal communication skills able to explain complex topics in simple member-friendly terms
• Experience using support tools (e.g. Zendesk Jira or similar)
• Detail-oriented with a strong ability to document and relay technical information accurately
• Empathy-driven mindset with a passion for helping others and improving the user experience
• Ability to thrive in a fast-paced cross-functional environment and manage competing priorities

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program including support from an in-house psychologist
• Attractive benefits package including medical dental and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture is at our core

Culture leads success follows. 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.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor 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 emailprotected.

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 Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre 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 whats next.
• Take ownership: Bold choices with integrity at the corethats 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 accommodationsfor 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 .

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 Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.