Customer Support Agent L1 (Software)

Location: Belgrade, Serbia; onsite at the Belgrade Campus. The role operates on rotating 1st, 2nd, and 3rd shifts in a 24/7 environment, including weekends.

Company

hirify.global is a global platform-powered provider of unified commerce, payments, and services for retailers and restaurants, headquartered in Atlanta, Georgia.

What you will do

• Provide remote technical support to clients, customer engineers, and partners by identifying, analyzing, diagnosing, and resolving issues.
• Respond to phone calls, emails, and support tickets while monitoring notification and ticket queues.
• Lead problem isolation, recommend solutions and implementation plans, and coordinate with relevant stakeholders.
• Manage incidents and escalations to achieve contractual service-level agreements.
• Use knowledge systems to resolve known issues and escalate complex incidents while maintaining ownership through final resolution.
• Contribute to knowledge management, business data customization, application updates, reporting, and service continuity.

Requirements

• High school diploma or equivalent.
• Excellent verbal and written English communication skills.
• Ability and willingness to work rotating 1st, 2nd, and 3rd shifts in a 24/7 operational environment.
• Ability to manage multiple priorities and incidents in a fast-paced support environment.
• Flexibility to work weekends as part of the rotating schedule.

Culture & Benefits

• Full-time employment at the Belgrade Campus.
• Work in a globally inclusive environment serving customers in more than 35 countries.
• Employment is subject to applicable screening criteria.