Helpdesk Support Representative

Location: Montreal, QC, Canada; hybrid working model with 3 days in the office per week.

Company

hirify.global provides cloud-based procurement and spend management solutions that help organizations manage suppliers, improve profitability, and strengthen supply chain sustainability and resilience.

What you will do

• Provide first-line technical support to customers and suppliers across the AMER region, as well as EMEA and APAC.
• Serve as the primary contact through phone, email, and ticketing channels.
• Analyze, triage, qualify, and resolve incoming technical inquiries and support tickets.
• Perform basic technical troubleshooting and escalate complex incidents to Tier 3 support teams.
• Maintain accurate issue records and provide consistent customer updates throughout the request lifecycle.

Requirements

• At least 2 years of relevant professional experience with a relevant bachelor's degree, or a master's degree, or an equivalent combination of education and experience.
• Strong technical aptitude and working knowledge of office software, internet technologies, and support systems.
• Familiarity with IT Service Management frameworks and ITIL best practices.
• Experience with modern ticketing tools such as ServiceNow or Zendesk.
• Professional fluency in written and spoken English and French is required.
• Strong customer service skills and a genuine interest in helping people.

Culture & Benefits

• Hybrid work with 3 days per week in the office.
• Comprehensive training on the hirify.global BUYER software suite.
• Training and career development opportunities.
• International, diverse, and inclusive work environment focused on collaboration and product innovation.
• Office snacks, weekly lunches, social events, and team activities.
• Privately held, stable, and cash-flow positive company.

Hiring process

• Initial screening call with the Talent team.
• Personalized interviews with internal stakeholders relevant to the role.
• Interviews may be conducted virtually by video or onsite.