Technical Support Specialist - Smart Energy at PartnerHero – San Pedro Sula or Tegucigalpa

Role Details

Type of Support: Phones, chats, and email support
Contract Duration: Full-Time
Work Schedule: Open to shifting schedules (subject to business requirements)
Work Type and Location: Hybrid, San Pedro Sula or Tegucigalpa
Expected Start Date: April 9, 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

We 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 aren’t the exception; they’re the norm. If you’re excited about building the future of clean energy and transforming the customer experience, you’ll feel right at home.

What You’ll Do:

• Support homeowners and installers across phone, email, and chat channels by answering product questions, troubleshooting technical issues, and resolving technical requests
• Educate customers and users on how to use the partner’s products and services with clarity and empathy
• Identify trending issues and report them to the team or escalate critical issues to the internal team, ensuring timely follow-up once resolved
• Handle simultaneous conversations across multiple channels while maintaining high-quality service
• Follow up with users who provide unsatisfactory ratings and turn those into positive experiences
• Participate in the curation of documentation and resources to streamline support processes
• Provide feedback to enhance and develop products based on insights gathered from both customers and installers
• Work cross-functionally with internal teams and ensure issue resolution
• Proactively contribute to team initiatives, supporting operations, and identifying opportunities for improvement as the team scales
• Share valuable customer insights to help drive customer retention and loyalty

What We Expect From You:

• C2 English proficiency – both written and spoken – with an ability to adjust tone for different situations
• At least 1+ year of technical support experience, preferably in a multi-channel (chat/email/phone) environment
• Empathy and patience when resolving complex issues; you're someone who genuinely cares
• Strong conflict resolution skills with a calm, even temperament under pressure
• General understanding of mobile apps and experience with troubleshooting apps on devices
• Exposure to CRM and communication tools such as Zendesk, Salesforce, Slack, or similar platforms
• A passion for creating exceptional customer experiences and exceeding expectations.
• Creative problem-solving skills, impeccable judgment, and comfort with ambiguity
• Organized, self-motivated, and adaptable to change in a dynamic, evolving environment
• A proactive attitude with the ability to work independently and take initiative
• You embody PartnerHero's Core Values: Be Humble, Take Ownership, Embrace Growth, Manifest Trust, and Care for Others

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re 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 what’s next.
• Take ownership: Bold choices with integrity at the core—that’s 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 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 careers@crescendo.ai.

PRIVACY NOTICE

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To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.