Technical Support Specialist II

Crescendo.ai; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading tech support company is seeking a motivated Italian Bilingual Technical Support Specialist to provide high-quality support in both Italian and English. This role involves assisting users with technical inquiries related to medical equipment through various channels. The ideal candidate should have strong problem-solving skills and the ability to explain technical concepts clearly. Join us in delivering exceptional customer experiences in a dynamic environment.

Benefits

Competitive compensation

Attractive benefits package

Access to health and wellness programs

Qualifications

• C2 level English proficiency required.
• Ability to explain technical concepts clearly in Italian.
• Experience in customer support and technical troubleshooting.

Responsibilities

• Provide bilingual technical and customer support via phone, email, and chat.
• Document all investigations and resolutions per quality standards.
• Support equipment repair and maintenance inquiries.

Skills

Fluent in Italian

Fluent in English

Problem-solving skills

Attention to detail

Customer service orientation

Job description

Role Details

Type of Support: Omnichannel (Email, Chat, and Phone Support)

Contract Duration: Permanent

Work Schedule: 8:00 AM to 5:00 PM, CET | Two (2) consecutive days off

Work Type and Location: Remote, South Africa

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.

Welcome to Crescendo. Welcome to what’s next.

The Role

We are looking for a motivated Italian Bilingual Technical Support Specialist II to support one of our partners in the Medical Field. This role requires professionals who can confidently deliver high-quality technical and customer support in both Italian and English, ensuring clarity, accuracy, and empathy across all customer interactions.

You will support end users via phone, email, and chat, addressing technical inquiries related to medical equipment, services, and systems. This role is ideal for candidates who thrive in dynamic environments, take ownership of partner brands and products, and are passionate about delivering personalized, patient‑focused support.

What You’ll Do:

• Provide bilingual (Italian & English) technical and customer support via phone, email, and chat
• Accurately document all investigations, actions taken, and resolutions in compliance with quality and regulatory standards
• Support customers with equipment repair, service maintenance, calibrations, and help desk requests
• Complete investigations within required timelines and conduct peer reviews for cases ready for closure
• Continuously review and incorporate new information related to ongoing investigations
• Deliver excellent, friendly, and professional service, ensuring clarity when communicating technical concepts in Italian
• Troubleshoot issues using strong analytical skills, reading comprehension, and problem‑solving abilities
• Identify recurring issues and contribute to insight and trend reports to support partner process improvements
• Work effectively both independently and collaboratively within a remote team environment

What We Expect From You:

• Fluent in Italian and English, with strong written and spoken communication skills; English proficiency at EFSET C2 level
• Ability to clearly and professionally explain technical concepts in Italian, tailored to the customer’s level of understanding
• Excellent problem‑solving, critical thinking, and communication skills
• Strong attention to detail, organization, and accountability
• Effective time management with punctuality and strict adherence to schedules
• Demonstrated empathy, active listening, initiative, and adaptability
• Ability to work efficiently in a fast‑paced, high‑volume support environment
• Comfortable using web‑based tools, computers, and smartphones
• Passion for healthcare and delivering exceptional customer experiences
• Eager to learn, curious, and open to continuous improvement
• Strong sense of ownership and a consistent drive to exceed expectations

What You’ll Get In Return:

• Be part of a people‑first, values‑driven organization
• Work with innovative global partners and diverse teams
• 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 Crescendo 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 [e-mail].

PRIVACY NOTICE

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