Dedicated - Technical Support Specialist II

Role Details

Type of Support: Omnichannel Technical (Email, chat, phone)
Contract Duration: Full Time
Work Schedule: Open to shifting schedules (subject to business requirements)
Work type and Location: Hybrid, Open to shifting schedules (subject to business requirements)
Expected start date: December 4, 2025

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

We're looking for a Technical Support Specialist to join our rapidly growing team. You'll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. You'll be doing everything from answering basic customer questions to taking deep dives into customer workflows to resolve customer problems. You'll work closely with Engineering to facilitate end-to-end resolution of customer issues and help represent the voice of the customer to the Product team.

 

What You'll Do:

• Become a subject matter expert on all things Zip, with deep product knowledge Work with engineering to troubleshoot and resolve customer issues
• Be the face of Zip to our customers and their suppliers Use internal tooling to investigate data and customer configurations Partner with Product, representing the voice of the customer to help drive the Product Roadmap Partner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectively
• Use broad product expertise and understanding of our customer base to increase product adoption Serve as a product-matter expert to support cross-functional teams
• Proactively identify opportunities to improve how we work, both in Customer Support and overall at Zip Use a Support Tool(Intercom), to deliver on best-in-class SLAs

 

What We Expect From You:

• 1-4 years in a customer-facing role
• Excellent verbal and written communication skills
• A real passion for working with customers
• Demonstrated ability to quickly learn complex technologies and software
• Growth mindset – an eagerness to learn, and approach change with optimism and resilience
• Willingness to get your hands dirty at an early-stage company
• Demonstrated ownership over problems, and ability to deliver for a customer, even when the going gets tough
• Ability to work in PST time zone

 

What You'll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• 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 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

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

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.

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