Helpdesk Representative (English/French)

Location: Belgrade, Serbia; onsite role

Company

hirify.global provides technology and services that expand financial access and improve branch, self-service, and operational efficiency for financial institutions and retailers.

What you will do

• Act as the single point of contact for customers requiring incident management services.
• Receive and resolve high volumes of customer calls, service requests, and technical problems.
• Monitor ATM networks, prioritize incidents, diagnose equipment remotely, and provide accurate solutions.
• Create incident reports, review incident history for recurring faults, and maintain customer and incident records.
• Escalate issues through defined internal and external paths while providing customers with regular status updates.
• Participate in service desk improvement projects, team coordination, coaching, and process enhancement.

Requirements

• Bachelor’s degree.
• Fluent English and French communication skills are required.
• Strong written and spoken communication skills with a customer-service orientation.
• Keyboard proficiency and familiarity with Windows-based applications and tools.
• Ability to work under pressure with flexible hours, including rotating weekends, holidays, and extended hours.

Nice to have

• Previous customer support or helpdesk experience.
• At least one year of related experience.
• Experience gathering, organizing, and presenting information clearly while protecting the company’s position.

Culture & Benefits

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