Customer Support Representative, Tier 1

Location: Remote, with availability during Japan hours; requires a dedicated technically enabled workspace, 100% on-camera participation, and on-call support outside regular working hours.

Company

hirify.global provides an AI-powered customer experience and business communications platform that helps organizations resolve customer issues through voice and digital channels.

What you will do

• Respond to customer questions about hirify.global products through calls, email, and chat.
• Investigate, troubleshoot, and resolve simple and complex technical issues.
• Identify the root cause of customer problems and provide timely, accurate feedback.
• Manage multiple cases and communication channels while meeting service-level and productivity standards.
• Escalate bug reports and collaborate with higher-tier support, Engineering, Customer Success, Product, and Sales.
• Participate in on-call coverage and address incidents outside regular working hours.

Requirements

• At least 3 years of customer support experience.
• Experience with a telecommunications or SaaS provider.
• Proficiency with Windows and macOS.
• Strong written and verbal communication, attention to detail, and problem-solving skills.
• Ability to work Japan hours while working remotely from a dedicated, technically enabled workspace and remaining 100% on camera.
• Excellent internet connectivity and the ability to work effectively with multicultural teams.

Nice to have

• Additional experience in a technical field.
• Passion for learning and developing strong product knowledge.

Culture & Benefits

• Work with AI tools and products focused on transforming business communications.
• Competitive salary and comprehensive benefits.
• Training and opportunities for professional growth.
• Inclusive work environment centered on collaboration and connection.