Job Description

Role Details

Location: ZA - Cape Town
Work Arrangement: Remote
Type of Support: Call, email, chat, social media moderation
Contract Duration: 6 Months, with the possibility of extension
Training Schedule: Monday - Friday, 15:00-00:00 CET
Work Schedule: Monday - Friday 09:00-18:00 CET
Expected Start Date: August 6 2026

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

As a Technical Support Specialist II, you will provide senior-level technical assistance for our enterprise-grade hardware and software solutions. You will be responsible for managing complex configurations, resolving sophisticated equipment issues, and delivering advanced troubleshooting to our valued clients.

Let us match your unique skills, experience, and interests with one of our many partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, plus more. As part of the Crescendo team, you’ll have the support you need to develop and grow your career.

What You’ll Do:

• Provide expert-level support for enterprise installations, including configuration and troubleshooting of proprietary hardware, peripherals, software, audio/visual systems, interactive displays, and integrated communication solutions.
• Perform firmware upgrades, advanced diagnostics, and manage support requests from initial contact through resolution, including returns and replacements.
• Monitor support queues, deliver multilingual assistance across voice, email, chat, and social channels according to SLAs, and resolve complex issues through remote sessions using tools such as screen sharing and log analysis.
• Document and escalate cases through internal systems while collaborating with senior engineering and support teams on high-priority incidents.

What We Expect From You:

• 2+ years of experience in Hardware/Software Technical Support (Service Field/BPO), with advanced C2 English proficiency (written and spoken) and Dutch language skills.
• Ability to independently manage tasks with minimal guidance, prioritize effectively, and handle multiple technical requests in a fast-paced support environment.
• Strong interpersonal skills, excellent problem-solving capabilities, attention to detail, and a strong commitment to quality. Comfortable working with web technologies, computers, and smartphones.
• Skilled in managing customer interactions through email, chat, and outbound calls, investigating issues to identify the best solutions, and providing guidance on basic how-to, navigation, and troubleshooting for partner applications.
• Responsible for maintaining accurate case documentation, ensuring support requests are properly tracked, and escalating technical inquiries through the appropriate channels to ensure timely resolution.

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

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 careers@crescendo.ai

PRIVACY NOTICE

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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