Role Details Location: Bucharest, Romania Work Arrangement: Work from home Type of Support: Phone, email, screen share Contract Duration: Full-time Training Schedule: 2:00 pm - 10:00 pm CET Work Schedule: 9:00 am - 6:00 pm CET Expected Start Date: April, 2026 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 We’re hiring German Technical Support Specialists to help clinicians, biomedical teams, and distributors who use sensory equipment for hearing, balance, and newborn care. You’ll be the first point of contact when users need help and will guide them through troubleshooting, setup, repairs, and next steps. Most of your work will happen through phone, email, and screen-share sessions. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working in a structured, regulated environment where accuracy and documentation really matter. What You’ll Do: - Take ownership of support cases from the moment they come in until they’re fully resolved. - Talk with users to understand what’s happening, gather details, and document everything in Salesforce. - Troubleshoot hardware, software, and connectivity issues. This includes sensors, cables, software installs, updates, licenses, and basic networking. - Host live remote sessions to reproduce issues, walk users through fixes, or collect evidence for deeper investigation. - Decide the right path forward, whether that’s resolving the issue remotely, sending replacement parts, or arranging an RMA or depot repair. - Escalate cases responsibly by providing clear notes, steps to reproduce, and the actions already taken. - Keep documentation clean, consistent, and aligned with medical device quality standards. - Contribute to internal knowledge articles so future cases are easier to handle. What We Expect From You: - C1/C2 German proficiency (CEFR or equivalent) - Experience providing German Support - At least 2 years of experience in technical support, helpdesk, or customer support involving hardware or software troubleshooting. - Strong communication skills and the ability to explain technical ideas in a simple way. - Solid understanding of Windows (drivers, Device Manager, services) and comfort with basic networking. - Experience documenting cases in a CRM like Salesforce. - Calm, patient, and confident when working directly with clinicians and biomeds. - Strong judgment when choosing between remote fixes, part replacements, or repair requests. - High attention to detail and the ability to follow documented procedures. - Curious, proactive, and eager to learn medical device workflows. Nice to Have - Experience supporting medical, diagnostic, audiology, or similar devices. - Familiarity with NOAH, OtoSuite, or other clinical software used for hearing and balance diagnostics. - Experience coordinating with field service teams or depot repair centers. - Additional languages. What You’ll Get In Return: - Remote working arrangements - Competitive base salary - Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees - Be part of a people-first, values-driven organization - Work with innovative global partners and diverse teams - Access to free posture-based fitness workouts from home - Training and professional development opportunities 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.

Role Description Le poste est rattaché au chef de bureau dans un bureau qui compte 9 agents. L'enjeu principal du poste est d'assurer la coordination dans l'instruction de procédures d'évolution des documents d'urbanisme approuvées par décret pour permettre la réalisation de projets à très forts enjeux en lien avec le chargé de mission référent. - Missions relatives aux procédures d'évolution des documents d'urbanisme pour les projets à forts enjeux : - Établir une méthodologie de suivi des dossiers et procédures (mise en place de rétroplanning, d'alertes, fiches de suivi, organisation du classement des dossiers) - Faciliter l'instruction des dossiers (vérification de la complétude, pré-analyse, préparation des notes de présentation en vue de l'adoption des décrets de qualification de projets d'intérêt national majeur ou d'intérêt général, appui à la préparation de courriers, recherches juridiques) - Communiquer avec les services déconcentrés de l'Etat chargé du suivi local, participer aux réunions relatives aux projets en cours, organiser des échanges réguliers avec les services - Assurer un appui au suivi des questions juridiques concernant les procédures d'évolution des documents d'urbanisme relatives à l'approche projet - Participer à la production législative et réglementaire en matière de procédures d'urbanisme pour permettre la réalisation de projets - Missions relatives au dispositif « parcs de stationnement » : - Contribuer à la mise à jour du guide pour la mise en œuvre de la réglementation relative à l'installation de dispositifs de gestion des eaux pluviales et d'ombrage sur les parcs de stationnement - Assurer le suivi des questions relatives au dispositif (mise à jour de la FAQ) - Participer à la production législative et réglementaire : textes réglementaires au Conseil d'État, contribution aux écritures d'articles de lois et de décrets, ainsi qu'au traitement des amendements Contact Information - Email: myriam.ursprung@developpement-durable.gouv.fr - Email: Caroline.Sauze@developpement-durable.gouv.fr

• Take full ownership of customer-reported issues and ensure timely resolution; • Research, diagnose, troubleshoot, and identify effective solutions for hardware and software concerns; • Provide prompt, reliable, and accurate information to customers while adapting communication style to their technical level; • Follow standard procedures for escalation of unresolved issues to appropriate internal teams; • Ensure contact resolution within defined timelines while maintaining high-quality standards in every interaction supporting customer retention efforts; • Escalate service-related issues to the correct department in accordance with company processes; • Maintain strict compliance with customer Data Privacy and Security policies; • Communicate and collaborate positively with team members, customers, and business partners.

• Be responsible for recruiting, hiring and training technical support teams across our worldwide locations • Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations • Coach team members and foster a culture of inclusion and commitment to personal and professional growth • Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals • Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate. • Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases. • Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction • Lead by example; take responsibility for escalations with clients and accounts and effectively de-escalate situations and commit to delivering a successful resolution • Assist the cross functional team to integrate new company acquisitions into standard support processes • Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements • Arrange your team to provide timely updates to internal and external documentation, including processes and training resources. • Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates). • Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner.