Technical Support Associate (SME)

Role Details

Location: US
Work Arrangement: Remote
Type of Support: Phone, Email and Chat
Contract Duration: Full-Time
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: Immediately
 

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

Are you a Customer Support superstar? As a Subject Matter Expert (SME), you are integral to delivering an exceptional Customer Experience while serving as a point of stability and leadership for the team. You will set integrity examples to show what it takes to be selected and promoted within the campaign.

In this role, you will balance high-level production with administrative leadership, providing product support by resolving complex issues and mentoring team members to enhance the team's overall capability. You demonstrate key characteristics such as responsibility, reliability, deep technical expertise, and a positive attitude. Your contribution is limitless and certainly not confined to this job description.
 

What You’ll Do:

• Escalation Management: Own and resolve complex or sensitive escalations independently via phone, email, and chat, coordinating with Eng/Product teams when necessary.
• Production Excellence: Deliver exceptional, empathetic support while consistently meeting key performance metrics, including CSAT, AHT, and Quality.
• Mentorship & Coaching: Actively lead pairing sessions and provide quality feedback to associates to enhance their output and professional development.
• Knowledge & Training: Use findings from escalations to improve existing procedures, collaborate on training materials, and contribute data to the internal knowledge base.
• Operational Insights: Analyze trends and recurring customer issues to produce insight reports or presentations aimed at improving operations and internal processes.
• Technical Advocacy: Proactively escalate website hiccups or glitches to the e-commerce team, collecting all necessary data to improve the online customer experience.
• SLA Monitoring: Responsible for monitoring weekly SLAs and ensuring associates follow them according to partner standards and needs.
• Team Support: Respond to Specialist questions throughout Google Chat spaces and ensure the team remains busy and focused on common goals.
• Retention & Value: Apply great retention techniques by understanding a customer's specific value to the business.

What We Expect From You:

• Experience: 3+ years of experience in the Customer Service Field (BPO).
• Technical Savvy: Deep technical expertise with hardware/software troubleshooting and hands-on experience with Zendesk, Assembled, and Admin tools.
• Communication: Advanced (C2) English level, both written and spoken, with the ability to explain complex topics clearly.
• Leadership Mindset: A strong team player who takes ownership, works independently, and can navigate high-volume days with resilience.
• Problem Solving: Great problem-solving aptitude with the ability to implement process improvements and drive innovation.
• Adaptability: Ability to multitask and prioritize effectively in a fast-paced environment with minimal supervision.

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• (US Only) Remote working arrangements 
• 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
• (US only) Competitive retirement benefits
• Access to free posture-based fitness workouts from home
• Training and professi