Technical Support Specialist Ll

Technical Support Level II Specialist

As a Technical Support Level II Specialist, you will be part of a skilled team dedicated to delivering exceptional customer experiences on a short-term property rental platform. In this role, you will troubleshoot and resolve technical issues for various users, including hosts, guests, and property managers, primarily via email and chat. Collaborating closely with internal teams, you will ensure timely solutions and contribute to enhancing the overall user experience through effective problem-solving and attention to detail. This role involves high volumes and complex cases, as well as deep dives and strong troubleshooting skills. Tech savviness/proficiency is a must! What you'll do:

• Providing exceptional, friendly, and efficient customer and technical support via email and chat.
• Resolving customer concerns proactively, leveraging strong troubleshooting, reading comprehension, and problem-solving skills.
• Investigating technical issues and escalating complex customer inquiries and bugs to the appropriate contact points.
• Collaborating effectively with technical and product teams, leveraging a crowd-sourcing, team-first approach to resolve issues quickly.
• Identifying recurring customer challenges and sharing insights with the Team Lead and key stakeholders to help improve our partner's business processes.

What we expect from you:

• Exceptional written and spoken English communication skills.
• 2+ years of experience with Customer Service and Technical Support.
• A passion for delivering outstanding customer experiences, focusing on turning challenges into opportunities to exceed expectations.
• Technically savvy with web, computer, mobile, and SaaS platforms to support users effectively.
• Demonstrate strong independent research and troubleshooting abilities for technical issues.
• A proactive mindset with a drive to seek knowledge, ask questions, and take the initiative to find a resolution.
• Understand basic system communication principles, such as data transmission, secure logins, and system information sharing.
• Adaptability to thrive in a fast-paced and ever-changing environment, with varying work demands, efficiently handling high-volume queues whilst providing in-depth troubleshooting for complex cases.

What you'll get in return:

• Hybrid working arrangements
• 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 paid Sabbatical Leave
• Training and professional development opportunities

Company culture is at our core:

• 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.

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