Support Analyst (AI CRM)

Location: Based in Ukraine

Company

hirify.global develops an AI CRM and workflow platform for midsize and large organizations, serving customers in more than 100 countries.

What you will do

• Monitor the support queue and analyze, diagnose, and resolve complex technical and functional cases.
• Build business processes, configure integrations, and adjust system behavior to address user needs.
• Provide recommendations for additional business logic and keep users informed about case progress.
• Identify product issues, prepare detailed bug reports, and collaborate with developers and cloud administrators.
• Communicate with users by phone and email and conduct remote sessions for issue investigation and resolution.
• Create knowledge base articles, troubleshooting guides, and technical documentation while analyzing recurring issues and feedback.

Requirements

• Experience in technical or customer support.
• Strong understanding of HelpDesk and ServiceDesk processes.
• Knowledge of relational databases and proficiency in SQL.
• Understanding of PC architecture, computer networks, foundational programming, and OOP principles.
• Ability to analyze complex issues, identify root causes, manage priorities, and collaborate with technical teams.
• English proficiency at B2 level or higher.

Culture & Benefits

• Career paths, mentorship, and continuous learning opportunities.
• Flexible work arrangements supporting schedule management and well-being.
• Recognition for achievements and opportunities to make meaningful contributions.
• Exposure to modern technologies and an innovation-focused environment.
• Compensation and benefits vary according to country of residence and employment type.