Technical Support Specialist - L1

Location: Belgrade, Serbia; onsite position with shift rotation

Company

hirify.global is a global commerce technology company providing unified commerce platforms, payment capabilities, and services for retailers and restaurants in more than 35 countries.

What you will do

• Provide Level I technical troubleshooting for PCs, retail point-of-sale devices, hospitality products, and software applications.
• Support customers by phone, electronically, and through written communication; diagnose issues using remote access tools and verify resolution.
• Own service requests, update work orders and incident records, and escalate issues according to defined escalation paths.
• Review incident history, identify recurring faults, and create knowledge articles based on resolved issues.
• Maintain accurate documentation in Neos/Salesforce and participate in quality audits and call monitoring.
• Support helpdesk colleagues through joint working, feedback, monitoring, and knowledge sharing.

Requirements

• Ability to perform Level I technical troubleshooting for end users and customer equipment.
• Ability to provide technical phone support for hospitality, retail, hardware, and software products.
• Strong customer communication and problem-solving skills across oral, written, and electronic channels.
• Ability to follow documented incident management processes, knowledge-base solutions, and escalation procedures.
• Willingness to work onsite in Belgrade with scheduled shift rotation.
• Ability to complete mandatory training and maintain technical knowledge across multiple customer solutions.

Culture & Benefits

• Participation in team meetings, activities, performance management, and recognition programs.
• Opportunities to improve support methods and communication skills through coaching and feedback.
• Involvement in special projects that improve processes, tools, systems, and operations.
• Employment is conditional upon completing applicable screening criteria.