Seasonal Customer Support Specialist II (Marketing Platform)

Role Details

Type of Support:Omnichannel (Mix of Voice and Non voice)
Contract Duration:Seasonal (60 day contract)
Training Schedule:To be Determined
Work Schedule: To be Determined
Work Type and Location:Hybrid Cubao or Taguig
Expected Start Date:ASAP

About Us

PartnerHero is now Crescendo a stronger bolder force in customer experience.

Crescendo represents growth momentum and transformation. By bringing together PartnerHeros world-class outsourcing expertise and Crescendos innovation in customer experience and operations were setting a new global standard. We deliverAugmented AI the powerful combination of agentic AI and real human expertise giving our partners scalable 24/7 support in any language without compromising quality or empathy.

At Crescendo we dont just connect talent with opportunity we elevate businesses and people worldwide. Our integrated technology global reach and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to whats next.

The Role

As a Level 2 Support Associate you will serve as the central point of contact providing world-class service and technical support experiences for our customers using Point of Sale (POS) systems and the new Checkless Experience feature. This role is perfect for someone who is tech-savvy thrives on resolving challenges and is dedicated to building strong customer relationships.

What Youll Do:

• Leverage Your Expertise: Utilize your technical knowledge to answer questions and resolve problems understanding that no two customers problems or resolutions are the same.
• Engage with Customers:
  • Actively listen to the customers needs build relationships and engage with small business owners to deliver a superior support experience.
  • Support interactions with customers through multiple channels such as email phones and chat systems.
• Diagnose and Resolve Issues:
  • Own the troubleshooting process for complex hardware software application and network issues ensuring timely resolution.
  • Diagnose customer issues through process of elimination by asking probing questions.
  • Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps.
• Web Portal Guidance: Walk customers through the web portal assisting with transactions funding and business reporting questions.
• Educate Customers: Teach merchants how to use key features functionality and best practices of POS and Checkless Experience features to meet their business needs.
• Technical Support: Assist with training users including hardware software updates and configuration.
• Continuous Learning: Stay up to date on all and Clover products enhancements and features including POS devices peripherals (e.g. kiosks kitchen and receipt printers displays) software third-party integrations and network requirements.
• Collect Feedback: Help improve system performance by identifying problems recommending changes and uploading feature requests on behalf of our customers
• Leverage Your Expertise: Utilize your technical knowledge to answer questions and resolve problems understanding that no two customers problems or resolutions are the same.

• Empathy and Customer Focus: A strong ability to exercise empathy when working with customers creating a positive and supportive experience.
• Technical Troubleshooting Experience: At least 1 year of experience in a technical support contact center handling hardware software web applications APIs and network management.
• Customer Service Experience: At least 1 year in a customer-facing role demonstrating a commitment to high-quality service.
• Analytical Skills: Strong analytical and problem-solving abilities to diagnose issues and identify effective solutions.
• Communication Skills: Excellent verbal listening and written communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Adaptability: A willingness to continuously learn and adapt in a fast-paced environment.
• Nice to haves: Experience preferably in Banking Financial Technology and Telecom Carriers Communications Equipment Computing Hardware & Peripheral IT Services Professional Services or Software Understanding of basic payment processing and experience with POS (Point of Sale) transactions

What You Will Get In Return:

• Hybrid workplace - depending on the partner role management and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical dental and vision options based on location
• 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 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

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