Bilingual Technical Support Specialist II (Italian/English)

PartnerHero; Metro Manila; Hybrid; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Hybrid working arrangements

Posture-based fitness workouts

Training opportunities

1-on-1 coaching and mentorship

Job summary

Crescendo in Metro Manila is seeking a Technical Support Associate to provide hands-on troubleshooting, manage warranties and replacements, and guide users on our partner’s products. You will support end-users, business partners, sales reps, and service providers in a fast-paced environment.

The role requires 1+ year in technical support, excellent English and Italian, and ability to work remotely as part of a team with occasional supervision. Hybrid schedule and ASAP start.

Qualifications

• 1+ year of technical support experience via phone, email or chat.
• Excellent English and Italian communication skills.
• Experience installing/uninstalling apps and configuring devices.
• Strong documentation and organizational abilities.

Responsibilities

• Provide hands-on technical troubleshooting and guidance to end-users and partners.
• Manage warranties and replacements and escalate when needed.
• Document interactions in Salesforce with clarity and completeness.
• Deliver high-quality customer experience across channels and meet KPIs.

Skills

Technical support

Customer service

English proficiency

Italian language

Communication

Tools

Salesforce

Job description

Training Schedule: 9:30 PM - 6:30 AM (PHL Local time) Mon-Fri

Work Schedule: Open to shifting schedules (subject to business requirements)

Expected Start Date: ASAP

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 sleep.

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.

Welcome to Crescendo. Welcome to what’s next.

The Role

This position has primary responsibilities for providing hands-on technical troubleshooting, managing warranties and replacements, and best practice guidance for our Partner’s product. The technical Support associate work environment is focused on providing support to end-users, business partners, sales representatives and service providers in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs, and delivers the highest level of client satisfaction.

What You’ll Do:

• Support the team by executing on initiatives and collaborating on projects
• Providing an amazing customer experience across all channels including email, and live chat in English and Technical
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life
• Passion for Customer Experience
• Proven ability to work remotely as part of a team but also under minor supervision.
• Problem-solving and troubleshooting with customers to resolve their queries quickly
• Maintaining a detailed documentation of all interactions in Salesforce.
• Achieving set targets in agreed KPIs
• Deciding how best to resolve a customer query and deciding which queries need to be escalated
• Developing allocated projects to raise efficiency within the department and overall customer satisfaction
• Handling substantial numbers of customer calls/emails in a timely manner and to customer satisfaction
• Escalating any system issues to your TLs for further investigation and resolution.
• Educating customers and users on how to use the partner’s products and services
• Identify trending issues and report them to leadership

What We Expect From You:

• 1+ year of technical support experience supporting customers via phone, email and chat.
• Excellent English and Italianskills; written and verbal skills are a must
• Experience installing and uninstalling apps from phones and computers
• Excellent working knowledge of computer configurations and operating systems with the ability to be responsible for resolving technical issues
• Excellent time management, procedural documentation skills, organizational skills, communication skills and customer care skills
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment – must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to properly understand and convey tone via spoken and written communications
• Creative problem-solving skills
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes particularly in ambiguous situations
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision

What You’ll Get In Return:

• Hybrid working arrangements
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture

Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.

• Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
• Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
• Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
• Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
• Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.