Account Support Analyst 2

Location: Belgrade, Serbia; must work in the office at least 3 days per week. Must be willing to work in customer time zones ranging from the east coast to west coast of North America.

Company

hirify.global provides self-service, branch optimization, and operational efficiency solutions for financial institutions and retailers worldwide.

What you will do

• Support customers and help ensure success with hirify.global services and solutions.
• Manage customer accounts or support account service managers with customer success relationships.
• Coordinate activities related to service issue resolution, including service delays, entitlements, and billing matters.
• Document resolution steps to improve processes and support automation.
• Conduct proactive operational calls, manage roadblocks, and own issues through satisfactory resolution.
• Collaborate with field support, field operations, service logistics, billing, customer care, customer advocates, and third-party contractors.

Requirements

• At least 2 years of experience in a customer-facing role, customer success, account management, or field services.
• Proficiency with Microsoft Office Suite, especially Excel, PowerPoint, and Teams.
• Ability to identify and resolve issues urgently in a fast-paced, multitasking environment.
• Strong time management, teamwork, and customer-facing communication skills.
• Willingness to work non-standard business hours as required by customers.
• Ability to work from the Belgrade office at least 3 days per week and support North American customer time zones.

Nice to have

• Experience with Salesforce, ServiceNow, Remedy, Workday, or SharePoint.

Culture & Benefits

• Private health insurance.
• Life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program.
• Internal career development and advancement opportunities.
• Employee discounts with hirify.global partners.