Customer Support Agent (Ukrainian Speaking) (Bench Team)

Location: Bellevue, Washington, United States; hybrid role generally requiring two days per week in the Bellevue office, with additional flexibility based on the work-from-home policy and business needs. Scheduled weekend and holiday coverage may be required, and schedules may change based on operational requirements.

Compensation: $23.00–$25.50 USD per hour for candidates based in Washington State.

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, helping organizations connect strategy and execution across AI, cloud, data, product development, and emerging technology.

What you will do

• Deliver personalized customer support by researching, investigating, troubleshooting, and resolving customer issues through tickets and other communication channels.
• Manage support requests within service-level agreements, client standards, productivity guidelines, and customer-satisfaction expectations.
• Perform accurate first-contact resolution and investigate escalated issues, including account-related concerns and requests from Tier 2 agents.
• Use troubleshooting procedures, knowledge bases, desktop tools, and multiple systems to diagnose and resolve common computer, network, and customer issues.
• Create and update knowledge-base articles, monitor client-facing tools including Mattermost, and communicate client updates and recurring trends.
• Collaborate with internal teams, support onboarding into the Escalated Accounts workflow when assigned, and contribute to additional ticket queues and customer-experience projects.

Requirements

• At least one year of customer-service experience or equivalent relevant experience.
• Associate degree or equivalent combination of education and relevant experience.
• Written fluency in English and Ukrainian.
• Strong written communication skills with the ability to provide clear, accurate, and professional customer responses.
• Experience using computers and working across multiple systems and support tools, including Microsoft Office or related productivity software.
• Ability to perform initial troubleshooting of common computer and network issues.
• Ability to remain composed and professional during stressful or complex customer situations.
• Strong customer focus, interpersonal, organizational, customer-service, attention-to-detail, and time-management skills.
• Ability to meet deadlines, client productivity standards, and service expectations; apply constructive feedback; work independently; use sound judgment; and seek guidance when appropriate.
• Strong critical-thinking, research, and problem-solving skills.

Nice to have

• Bachelor’s degree.
• Knowledge of or interest in online gaming.
• Experience working with account-related support tickets.
• Ability to troubleshoot account-related ticket issues independently and collaboratively.
• Experience with ticketing systems or customer-support platforms.

Culture & Benefits

• Hybrid work with additional work-from-home flexibility based on policy and business needs.
• Medical, dental, and vision coverage may be available to eligible employees.
• Flexible Spending Account and 401(k) retirement plan may be available.
• Competitive paid time off and parental leave.
• Professional growth and development opportunities.
• Benefits and eligibility vary by role, employment status, and location.