ROLE DETAILSType of Support: Omnichannel (Email, phone, and chat)
Contract Duration: Permanent
Training Schedule: TBA
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: July 2025

ABOUT US

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.
Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.
As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

THE ROLE

We are looking for a Technical Support Specialist to join our team. This person will provide Assistance to the customers with technical issues related to software, hardware, and other technology products. The role is crucial in ensuring customer satisfaction by resolving problems efficiently and providing excellent service.
The ideal candidate must have a technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally.

WHAT YOU’LL DO:

• CUSTOMER ASSISTANCE Provide courteous and effective technical support via phone, email, or in-person. Diagnose and troubleshoot software, hardware, and network issues. Guide customers through problem-solving steps or escalate issues as needed.
• ISSUE RESOLUTION Research and resolve technical problems promptly. Document technical inquiries and solutions accurately. Follow up with customers to ensure issues are fully resolved.
• TECHNICAL KNOWLEDGE Stay updated on product information and changes. Assist in testing new technologies and updates. Collaborate with team members to improve support processes.
• CUSTOMER EDUCATION Educate customers on product usage to prevent future issues. Maintain a thorough understanding of products and services.
• QUALITY ASSURANCE Participate in quality assurance activities. Contribute to technical documentation and knowledge base.