Spanish Bilingual Technical Support Specialist III

Role Details

Type of Support: Spanish Bilingual Omnichannel
Contract Type: Full-time
Training Schedule: TBD
Work Schedule: TBD
Work type and Location: Hybrid, Araneta, Cubao, or McKinley, Taguig
Start Date: ASAP

About Us
PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's world-class outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we're introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role
This technical support specialist provides advanced technical support for commercial devices from the partner, handling complex configurations, equipment issues, and advanced troubleshooting.

What You'll Do:

• Support commercial installations, including the configuration of the partner's screen displays
• Troubleshoot video quality issues, touch screen, and conferencing functionalities
• Perform firmware upgrades and troubleshoot advanced commercial products
• Handle requests, CMS troubleshooting, and manage return processes
• Support advanced products and configurations as detailed on the partner's commercial support page
• Answer the hotline assigned to the region
• Respond in the language selected by the customer (English or Spanish)
• Answer product technical questions, provide troubleshooting, and handle/answer the product-related inquiries
• Escalate as needed by creating a case on the support platform
• Monitor for new cases on the commercial queue
• Answer questions from basic to technical for any cases written in the language they can understand
• Only take ownership of the case in the region
• Escalate if the case is not written in a language they can't understand
• Offer conference calls for complex cases and schedule calls with customer
• Provide troubleshooting, share screens, and capture logs as needed
• Include higher tier as needed for an escalated or high-profile case

What We Expect From You:

• Experience with troubleshooting commercial products and firmware upgrades
• Strong problem-solving skills and the ability to manage complex technical issues
• Excellent Spanish & English skills - spoken and written
• 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
• Understanding of active listening techniques
• Comfortable using a computer

What You'll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive 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 paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero 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 accommodationsfor 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 [email protected].