Technical Support Specialist II

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

Contract Type:
Full time

Training Schedule:
Monday to Friday, 8am to 5pm Manila Time

Work Schedule:
Monday to Friday, 10pm to 7am Manila Time

Work type and Location:
Hybrid, Metro Manila

Start Date:
November 17, 2025

About Us
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 sleeps.

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.
The Role
Are you passionate about Technical Support?
Crescendo
is looking for
Technical Support Specialists
to help support our smart sustainable partner. This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for the suite of products. A successful Technical Support Specialist operates efficiently in this climate, maintains composure, exhibits professionalism, understands our Services Team's needs, and delivers the highest level of client satisfaction.

What You'll Do:

• Providing help via telephone, email, and chat, ensuring all interactions are recorded in our ticketing system
• Prioritizing and categorizing tickets, ensuring issues are recorded and summarized succinctly
• Following established support processes and procedures
• Managing your own ticket queue, taking ownership of customer issues, and ensuring they're handled within our agreed timescales
• Fact-finding, troubleshooting, diagnosing software issues, and providing solutions (as well as offering alternatives and creative ideas at times)
• Client-focused: providing high-quality experience utilizing problem-solving and communication skills
• Reviewing and resolving invoicing, billing, and payment-related requests
• Escalating tickets promptly where you're unable to resolve them
• Communicating professionally and thoughtfully with customers and internal teams
• Learning our technologies 'inside out keeping up to date with any changes, and learning about any new products
• Supporting the wider team by sharing knowledge and helping achieve high customer satisfaction with our service
• Maintain thorough and accurate customer service records
• Work closely with others, in your team and other teams as necessary, to ensure customer requests are dealt with efficiently
• Maintain our high level of customer satisfaction through timely and accurate responses
• Become familiar with our Sales, Product Support, and Finance systems, and use them effectively (full training will naturally be given)
• Maintain up-to-date knowledge of RealVNC products and services

What We Expect From You:

• A minimum of 1 year of experience in technical support is required
• Passion for Customer Experience via phone, email, and chat
• Excellent written and verbal communication skills
• Fantastic customer-focused approach
• Super-analytical with supreme problem-solving abilities
• Highly adaptable, fast learner, able to work with little direction and own customer issues
• Very tech-savvy
• Dependable, motivated, and self-starter, with the ability to work independently
• Excellent workload management and work prioritization skills (especially when many different items require your attention)
• Previous experience with Zendesk, Salesforce, and Hubspot is preferred

What You'll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• 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
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

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.