Customer Support Specialist II

Customer Support Specialist II (Marketing Platform)

Role Details

Type of Support: Omnichannel (Mix of Voice and Non voice)
Contract Duration: Permanent
Training Schedule: To be Determined
Work Schedule: To be Determined
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: ASAP

About Us

Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s outsourcing expertise and Crescendo’s innovation in customer experience and operations, we deliver Augmented AI—the combination of agentic AI and real human expertise—providing scalable, 24/7 support in any language without compromising quality or empathy.

At Crescendo, we elevate businesses and people worldwide through integrated technology, global reach, and a people-first culture. Welcome to Crescendo.

The Role

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

What You’ll Do:

• Leverage Your Expertise: Use your technical knowledge to answer questions and resolve problems, recognizing that no two customers or problems are the same.
• Engage with Customers: Actively listen to customers’ needs, build relationships, and engage with small business owners to deliver a superior support experience.
• Support interactions with customers through multiple channels (email, phones, chat systems).
• Diagnose and Resolve Issues: Own the troubleshooting process for complex hardware, software, application, and network issues, ensuring timely resolution.
• 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 and best practices of POS and Checkless Experience features.
• Technical Support: Assist with training users, including hardware, software updates, and configuration.
• Continuous Learning: Stay up to date on all Crescendo products and features, including POS devices, peripherals, software, third-party integrations, and network requirements.
• Collect Feedback: Help improve system performance by identifying problems and uploading feature requests on behalf of customers.

What We Expect From You:

• Empathy and Customer Focus: Ability to exercise empathy and provide a positive experience.
• Technical Troubleshooting Experience: At least 1 year 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.
• Analytical Skills: Strong analytical and problem-solving abilities.
• Communication Skills: Excellent verbal, listening, and written communication and ability to explain technical concepts clearly.
• Adaptability: Willingness to learn and adapt in a fast-paced environment.
• Nice to have:
  • Experience in Banking, Financial, Technology and Telecom, or related fields
  • Understanding of basic payment processing and POS transactions

What You'll Get In Return:

• Full-time employment
• Competitive compensation based on experience
• Wellness program including support from an in-house psychologist
• Medical, dental, and vision options based on location
• Access to posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by Crescendo and external entities
• 1-on-1 coaching with feedback sessions and cross-functional development opportunities

Company Culture Is At Our Core

We are committed to 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 characteristics. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance, please contact

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