Technical Support Specialist II

Role Details
Type of Support:
Omnichannel (Mix of Voice and Non Voice)

Contract Duration:
Full Time

Training Schedule:
To be Determined

Work Schedule:
To be Determined

Work Type and Location:
Hybrid, Cubao or Taguig

Expected Start Date:
October 9, 2025

About Us
PartnerHero is now Crescendo — a stronger, bolder force in customer experience.
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero's world-class outsourcing expertise and Crescendo's innovation in customer experience and operations, we're setting a new global standard.

We deliver
Augmented 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 don't 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 what's next.
.

The Role
We are thrilled to offer you an exciting opportunity to join our PartnerHero team and make a significant difference As a
Technical Support Specialist II
, you will play a crucial role in our business's growth by helping us achieve our goals of supporting our partners.

In your role, you will be responsible for completing a daily back-office task queue. You will collaborate with PartnerHero leadership, partners, and cross-functional teams to ensure the completion of tasks related to load calculations and permit processing of EV charger installations. This role involves ensuring you uphold high-quality performance standards with operational excellence. The ideal candidate will have a background in the electrical or energy sector, and experience working in a multi-channel environment.

Our PartnerHero team comprises talented and passionate individuals. When you join us, you will work with like-minded individuals committed to offering outstanding service to our partners. This is an exceptional opportunity to advance your career and substantially contribute to our business.

What You'll Do:

• Conducting virtual site visits with customers to assess their homes for EV charger installation, capturing necessary photos and videos.
• Be prepared to answer frequently asked questions and set clear expectations for the installation process.
• Communicating clearly and effectively in both spoken and written English when interacting with customers and internal teams. Ensure all correspondence is professional and easy to understand.
• Actively listening to customer concerns and questions, demonstrating empathy to build rapport and trust. Guide the customer through the process in a reassuring and calm manner.
• Confidently guiding homeowners through each step of the virtual site visit using video, ensuring they understand the process. Provide clear, concise instructions to facilitate a smooth experience.
• Utilizing basic technical knowledge to accurately identify electrical meters, panels, and optimal charger locations. This is crucial for a successful and safe installation plan.
• Meticulously capturing and summarizing all key findings from each site visit within the HubSpot notes system. This ensures accurate and detailed records for the installation team.

What We Expect From You:

• You possess 2+ years of experience in a BPO role, preferably in telecom, solar/energy sales support, virtual inspections, or a related industry.
• You are a friendly, patient, and consultative guide for our customers, confidently leading them through each step of a live video workflow. You put people at ease while expertly navigating them through the virtual site visit process.
• You have a knack for balancing exceptional customer service with a disciplined approach to data collection, meticulously capturing all necessary information to ensure a flawless installation. You are detail-oriented and a self-starter who can solve problems independently or as part of a team.
• You can effectively multitask while ensuring high-quality service delivery and timely task resolution.

What You'll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested and approved.
• 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
• 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
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

PartnerHero 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 [email protected].