Customer Support Specialist II - BB

Role Details

Type of Support: Customer Support Specialist L2
Contract Duration: Permanent
Training Schedule: 10:00 PM – 6:00 AM (PHL)
Work Schedule: (6:00 AM - 3:00 PM PHL) | (1:00 PM - 10:00 PM PHL)
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: July 3, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s -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. connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers 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

As a Level 2 Support Associate, you will serve as the central point of contact, providing world-class service and technical support experiences for our customers using Point of Sale (POS) systems and the new Checkless Experience feature. This role is perfect for someone who is tech-savvy, thrives on resolving challenges, and is dedicated to building strong customer relationships.

What You’ll Do:

• Leverage Your Expertise: Utilize your technical knowledge to answer questions and resolve problems, understanding that no two customers, problems, or resolutions are the same.
• Engage with Customers: 
• Actively listen to the customers’ needs, build relationships, and engage with small business owners to deliver a superior support experience. 
• Support interactions with customers through multiple channels such as email, phones, and chat systems. 
• Diagnose and Resolve Issues: Own the troubleshooting process for complex hardware, software, application, and network issues, ensuring timely resolution.
  • Diagnose customer issues through process of elimination by asking probing questions.
  • Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps.
• Web Portal Guidance: Walk customers through the web portal, assisting with transactions, funding, and business reporting questions.
• Educate Customers: Teach merchants how to use key features, functionality, and best practices of POS and Checkless Experience features to meet their business needs.
• Technical Support: Assist with training users, including hardware, software updates and configuration.
• Continuous Learning: Stay up to date on all and Clover products, enhancements, and features, including POS devices, peripherals (e.g., kiosks, kitchen and receipt printers, displays), software, third-party integrations, and network requirements.
• Collect Feedback: Help improve system performance by identifying problems, recommending changes, and uploading feature requests on behalf of our customers
• Leverage Your Expertise: Utilize your technical knowledge to answer questions and resolve problems, understanding that no two customers, problems, or resolutions are the same.
• Engage with Customers: 
• Actively listen to the customers’ needs, build relationships, and engage with small business owners to deliver a superior support experience. 
• Support interactions with customers through multiple channels such as email, phones, and chat systems. 
• Diagnose and Resolve Issues: Own the troubleshooting process for complex hardware, software, application, and network issues, ensuring timely resolution.
  • Diagnose customer issues through process of elimination by asking probing questions.
  • Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps.
• Web Portal Guidance: Walk customers through the web portal, assisting with transactions, funding, and business reporting questions.
• Educate Customers: Teach merchants how to use key features, functionality, and best practices of POS and Checkless Experience features to meet their business needs.
• Technical Support: Assist with training users, including hardware, software updates and configuration.
• Continuous Learning: Stay up to date on all Client's products, enhancements, and features, including POS devices, peripherals (e.g., kiosks, kitchen and receipt printers, displays), software, third-party integrations, and network requirements.
• Collect Feedback: Help improve system performance by identifying problems, recommending changes, and uploading feature requests on behalf of our customers

What We Expect From You:

• Empathy and Customer Focus: A strong ability to exercise empathy when working with customers, creating a positive and supportive experience.
• Technical Troubleshooting Experience: At least 1 year of experience in a technical support contact center, handling hardware, software, web applications, APIs, and network management.
• Customer Service Experience: At least 1 year in a customer-facing role, demonstrating a commitment to high-quality service.
• Analytical Skills: Strong analytical and problem-solving abilities to diagnose issues and identify effective solutions.
• Communication Skills: Excellent verbal, listening, and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Adaptability: A willingness to continuously learn and adapt in a fast-paced environment.
• Nice to haves: 
  • Experience preferably in Banking, Financial, Technology and Telecom, Carriers, Communications Equipment, Computing Hardware & Peripheral, IT Services, Professional Services, or Software
  • Understanding of basic payment processing and experience with POS (Point of Sale) transactions

What You'll Get In Return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• 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 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 [email protected].