Technical Services Representative (Tier I)

Location: Hybrid position based in Chelmsford, Massachusetts, USA; one week onsite in the office and one week remote after initial training and meeting KPI requirements.

Salary: $25.48/hour ($53,000 annually); bilingual employees may receive approximately $56,750 annually, and multilingual employees approximately $58,000 annually.

Company

hirify.global develops network-based security solutions including video surveillance, access control, intercom, audio systems, and intelligent analytics.

What you will do

• Answer inbound customer inquiries by telephone, chat, and online helpdesk.
• Collect and verify customer information and maintain accurate records.
• Open and update CRM cases, documenting actions and outcomes.
• Provide first-call resolution where possible and escalate technical or sales cases when needed.
• Educate customers about available website information and develop basic product knowledge.

Requirements

• Relevant experience in call center, customer service, or technical support environments, including troubleshooting calls.
• Excellent written and verbal communication and customer service skills.
• Strong computer skills and Microsoft Office proficiency.
• Time management, multitasking, and attention to detail.
• Availability for the 11:30 a.m. to 8:00 p.m. shift.
• Ability to travel approximately 10% domestically and internationally and occasionally lift 10–20 lbs.

Nice to have

• Spanish, Portuguese, or French language skills.
• Experience working in a fast-paced environment.

Culture & Benefits

• Employer-provided training and tuition reimbursement.
• Health, dental, vision, fitness, and wellness programs.
• Paid parental leave and dependent care reimbursement.
• Generous vacation benefit and a three-week sabbatical after five years.
• 401(k) plan with employer matching.
• Background checks may be required for certain roles, with advance notice.