Role Details Type of Support: Email, Chat, and Phone Support Contract Duration: Permanent Training Schedule: Monday to Friday, 7:00 AM to 4:00 PM Central Time Work Schedule: 9:00 AM to 6:00 PM Central Time (rotating weekend coverage) Work Type and Location: Metro Manila (Remote) Expected Start Date: ASAP 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. The Role We are looking for a highly motivated Technical Support Specialist II to support a global medical technology organization delivering advanced diagnostic solutions to hospitals, clinics, and laboratories worldwide. In this role, you will provide critical support for technologies used in neurological monitoring, hearing diagnostics, and newborn care, helping healthcare professionals deliver accurate and timely patient care. We are seeking individuals with strong technical and customer support skills, excellent communication, attention to detail, and a genuine passion for healthcare. You will thrive in a dynamic, mission-driven environment where ownership, precision, and problem-solving directly contribute to improving patient outcomes. What You’ll Do: - Provide advanced technical support for enterprise-level medical systems, including proprietary hardware, diagnostic devices, and clinical software platforms - Troubleshoot complex issues related to signal acquisition, audio/visual outputs, and diagnostic data integrity - Perform firmware updates, system calibrations, and configuration of connected medical devices and peripherals - Manage the full lifecycle of technical cases, including investigation, resolution, and coordination of product returns or replacements - Monitor and prioritize support queues to meet service level agreements across global regions - Deliver multilingual support across voice, email, and chat channels, ensuring clarity and empathy in all interactions - Lead remote troubleshooting sessions with healthcare professionals using screen sharing, system logs, and diagnostic tools - Accurately document issues and escalate critical cases to engineering or specialized support teams - Collaborate with cross-functional teams to resolve high-priority clinical system issues efficiently What We Expect From You: - Excellent English communication skills (verbal and written; C2 proficiency required) - Strong analytical and problem-solving skills, especially in high-stakes environments - High level of accountability, organization, and attention to detail - Ability to manage multiple priorities while maintaining accuracy and responsiveness - Strong interpersonal skills, including empathy and active listening when supporting healthcare professionals - Comfortable working in a fast-paced, global support environment - Proficiency with computers, web-based tools, and remote support technologies - Passion for healthcare innovation and improving the customer experience - Curiosity and eagerness to continuously learn new technologies What You’ll Get In Return: - 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 - Paid Sabbatical Leave - 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 careers@crescendo.ai. 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 here.

• Apply a detail-oriented approach to ticket intake, troubleshooting, and documentation, ensuring accuracy, consistency, and clear communication that supports efficient issue resolution. • Demonstrate an approachable and empathetic demeanor when engaging with end users, creating a supportive environment that reduces frustration and builds trust. • Practice active listening to fully understand user concerns, while keeping the broader technical and business context in mind to guide effective problem-solving. • Maintain a positive, solution-focused mindset during daily interactions and challenging support scenarios, contributing to a professional and productive service experience. • Collaborate effectively as both a team player and an independent contributor, adapting to shifting priorities and stepping in to support teammates when needed.

• Manage and resolve IT support requests from distributed team members in a timely and empathetic manner. • Build, enhance, and maintain automations for IT processes, focusing on reducing manual work and improving efficiency. • Administer and configure our key collaboration and productivity tools (Google Workspace, Slack, Asana, Notion, Trelica, and others). • Partner with different teams to ensure seamless employee lifecycle management. • Proactively identify opportunities to improve IT operations by introducing innovative solutions and AI-powered automation. • Maintain clear and concise documentation to support knowledge transfer and empower self-service.

• Own and lead global compliance monitoring programs for all GxP third parties, ensuring timely qualification, requalification, or disqualification. • Design and manage a global, risk-based GxP audit program covering GMP, GDP, GCP, GLP, and GVP audits, both remote and on-site. • Oversee third-party audits, ensuring findings are risk assessed, reported, and closed with appropriate CAPAs; follow up on CAPA completion. • Maintain and assess approved supplier and vendor lists, including criticality ratings and compliance status. • Ensure all qualification and requalification activities align with EU, UK, and FDA GxP expectations and internal SOPs. • Monitor ongoing third-party performance using audits, KPIs, deviations, complaints, and quality metrics. • Lead risk-based internal audit programs and delegate audits to appropriately qualified personnel. • Support development, review, and management of Quality/Technical Agreements (QTAs) and Service Level Agreements (SLAs) with Legal and Operational leads. • Serve as the quality lead for new third-party onboarding, due diligence, and qualification projects. • Escalate critical compliance risks and trends to Quality Leadership and lead cross-functional remediation. • Collaborate with Procurement, Supply Chain, Clinical Operations, Regulatory, Medical Affairs, and PV to ensure consistent third-party oversight. • Act as a subject matter expert for regulatory inspections related to third-party audits and qualifications, maintaining audit readiness.