Customer Support Representative (Night Shift)

Location: Remote in Ukraine; shifts aligned with US business hours, between 12:00pm and 4:00am Monday through Friday

Company

hirify.global provides an AI-powered, conversation-centric platform for customer experience and team collaboration, serving businesses worldwide.

What you will do

• Troubleshoot customer issues across hardware, software, and networking systems and identify root causes.
• Process and resolve support requests received through multiple communication channels.
• Communicate clearly and professionally to deliver positive and productive customer interactions.
• Document customer interactions, issues, and resolutions accurately and consistently.
• Maintain and update systems, manage multiple requests, and meet daily and monthly performance metrics.
• Use AI tools such as ChatGPT or Microsoft Copilot to summarize interactions, identify action items, and improve response quality.

Requirements

• At least 2 years of customer service experience, preferably in technical support or a help desk environment.
• Working knowledge of PC and Mac operating systems and Microsoft Office applications.
• Hardware and networking knowledge is preferred.
• Advanced English fluency required in spoken and written communication.
• Ability to work remotely from Ukraine and cover US-aligned shifts between 12:00pm and 4:00am Monday through Friday.
• Strong troubleshooting, analytical, documentation, multitasking, and collaboration skills.

Nice to have

• Previous exposure to AI and automation tools in a professional environment.
• Experience supporting hardware or networking systems.

Culture & Benefits

• Customer-focused culture centered on service, accuracy, and meaningful connections.
• Continuous learning, development opportunities, and career progression.
• Medical, dental, life, disability, and critical illness coverage.
• Paid time off, paid sick leave, paid parental leave, and paid holidays.
• Employee assistance program, wellness initiatives, and a collaborative team environment.