Job Description

Role Details Type of Support: Omnichannel (Email, Chat, and Phone Support)
Contract Duration: Permanent
Work Schedule: 8:00 AM to 5:00 PM, CET | Two (2) consecutive days off
Work Type and Location: Remote, South Africa
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 sleeps.
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
We are looking for a motivated Italian Bilingual Technical Support Specialist II to support one of our partners in the Medical Field. This role requires professionals who can confidently deliver high-quality technical and customer support in both Italian and English, ensuring clarity, accuracy, and empathy across all customer interactions.
You will support end users via phone, email, and chat, addressing technical inquiries related to medical equipment, services, and systems. This role is ideal for candidates who thrive in dynamic environments, take ownership of partner brands and products, and are passionate about delivering personalized, patient-focused support.
What You'll Do:

• Provide bilingual (Italian & English) technical and customer support via phone, email, and chat
• Accurately document all investigations, actions taken, and resolutions in compliance with quality and regulatory standards
• Support customers with equipment repair, service maintenance, calibrations, and help desk requests
• Complete investigations within required timelines and conduct peer reviews for cases ready for closure
• Continuously review and incorporate new information related to ongoing investigations
• Deliver excellent, friendly, and professional service, ensuring clarity when communicating technical concepts in Italian
• Troubleshoot issues using strong analytical skills, reading comprehension, and problem-solving abilities
• Identify recurring issues and contribute to insight and trend reports to support partner process improvements
• Work effectively both independently and collaboratively within a remote team environment

What We Expect From You:

• Fluent in Italian and English, with strong written and spoken communication skills; English proficiency at EFSET C2 level
• Ability to clearly and professionally explain technical concepts in Italian, tailored to the customer's level of understanding
• Excellent problem-solving, critical thinking, and communication skills
• Strong attention to detail, organization, and accountability
• Effective time management with punctuality and strict adherence to schedules
• Demonstrated empathy, active listening, initiative, and adaptability
• Ability to work efficiently in a fast-paced, high-volume support environment
• Comfortable using web-based tools, computers, and smartphones
• Passion for healthcare and delivering exceptional customer experiences
• Eager to learn, curious, and open to continuous improvement
• Strong sense of ownership and a consistent drive to exceed expectations

What You'll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

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 .
PRIVACY NOTICE
Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
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 .
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