Incident Management Agent - MEA

Location: Belgrade, Serbia; hybrid

Company

hirify.global provides technology and services that expand financial access and improve operational efficiency for financial institutions and retailers.

What you will do

• Provide first-line technical support to internal and external customers through a high-volume helpdesk.
• Troubleshoot PCs, retail point-of-sale devices, software, and other customer-specific hardware and applications remotely.
• Dispatch service personnel, allocate engineer appointments, and distribute workloads to meet service-level agreements.
• Own service requests through resolution, escalating incidents according to defined escalation paths when required.
• Maintain incident records, work orders, customer profiles, and daily or weekly incident reports.
• Identify recurring faults, create knowledge articles, participate in quality audits, and support continuous improvement projects.

Requirements

• Experience or capability in first-line technical troubleshooting for PCs, retail point-of-sale systems, hardware, and software.
• Ability to communicate with customers by phone, in writing, and through electronic channels.
• Ability to manage multiple incidents in a high-volume helpdesk environment and work according to service-level agreements.
• Ability to use remote-access tools, incident-tracking systems, knowledge databases, and documentation processes.
• Ability to work scheduled shifts, follow escalation procedures, and maintain accurate incident records.
• Employment is conditional upon passing applicable screening criteria.

Culture & Benefits

• Private health insurance.
• Life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program and partner discounts.
• Internal career development and advancement opportunities.
• Coaching, knowledge sharing, team activities, and mandatory training.