Technical Support Specialist II Job at PartnerHero (San Pedro Sula or Tegucigalpa)

Technical Support Specialist II

PartnerHero

Location:
Honduras , San Pedro Sula or Tegucigalpa

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Crescendo is seeking 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.

Job Responsibility:

Provide help via telephone and email, ensuring all interactions are recorded in our ticketing system (Kustomer)
Prioritize and categorize tickets, ensuring issues are recorded and summarized succinctly
Follow established support processes and procedures
Manage your 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)
Provide a high-quality experience utilizing problem-solving and communication skills
Review and resolve invoicing, billing, and payment-related requests
Escalate tickets promptly where you’re unable to resolve them
Communicate professionally and thoughtfully with customers and internal teams
Learn our technologies inside out and keep up to date with any changes, and learn about any new products
Support the wider team by sharing knowledge and helping achieve high customer satisfaction with our service

Requirements:

A minimum of 1 year of experience in tech support is required
Passion for Customer Experience via phone and email
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 a 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 providing technical support

What we offer:

Competitive base salary
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options
Access to free posture-based fitness workouts from home
Training and professional development opportunities
Hybrid working arrangements

Additional Information:

Job Posted:
January 02, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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