Customer Service Representative - Troubleshooting and Support

Location: Fully remote, open to candidates located within the United States. Training requires full attendance Monday through Friday from 9:00 AM–5:30 PM ET. After training, the role follows a rotating Monday–Friday schedule between 8:00 AM and 7:00 PM ET.

Salary: $17.00 per hour, plus eligibility for bonus opportunities. The estimated annual base salary range is $35,000–$37,000 USD.

Company

hirify.global develops home, security, water, outdoor, and digital products through brands including Moen, House of Rohl, Therma-Tru, Larson, Master Lock, Yale residential, and SentrySafe.

What you will do

• Support customers through inbound phone, chat, and email interactions involving product questions, installation guidance, troubleshooting, and warranty concerns.
• Gather information, diagnose product issues, identify root causes, and guide customers through step-by-step solutions.
• Determine warranty eligibility, replacement options, escalations, and other appropriate resolutions.
• Navigate multiple systems, tools, and knowledge bases while maintaining accurate interaction records.
• Meet quality, productivity, and customer satisfaction expectations while managing high interaction volumes.
• Build product knowledge and strengthen troubleshooting skills through continuous learning.

Requirements

• High school diploma or GED.
• Strong verbal communication, active listening, empathy, patience, and sound judgment.
• Basic computer proficiency and the ability to learn new systems and support tools.
• Strong critical thinking, problem-solving, multitasking, and attention-to-detail skills.
• Ability to work remotely from within the United States and maintain the required Eastern Time schedule.
• Full attendance is required during the four-week training program.

Nice to have

• Experience in customer service, call centers, retail, hospitality, technical support, or other customer-facing roles.
• Experience in fast-paced, metrics-driven environments.
• Experience with de-escalation, service recovery, product troubleshooting, CRM systems, or knowledge bases.

Culture & Benefits

• Health and wellness benefits with comprehensive health plans.
• Market-leading 401(k) program with a company contribution.
• Flexible time off benefits, adoption benefits, and product discounts.
• Employee Resource Groups supporting belonging and inclusion.
• Annual bonus plan or role-based sales incentive plan, depending on the role.

Hiring process

• The interview process assesses customer communication, critical thinking, troubleshooting, system navigation, multitasking, attention to detail, resilience, and learning agility.