Technical Support Specialist - Telecom

Location: Remote in the United States; the role is listed for Washington and other US locations.

Hourly base rate: $21.01–$31.49 USD for Zone 1 locations (CA, CT, DC, MD, MA, NJ, NY, VA, and WA); $19.61–$29.42 USD for Zone 2 locations (all other US locations). Additional annual bonus, equity, and benefits are included.

Company

hirify.global provides software and customer support solutions for small business owners in the trades.

What you will do

• Serve as the first point of contact for customers through phone, chat, email, and screen-sharing sessions.
• Become a product expert and develop creative solutions and workflows for customer needs.
• Use Salesforce Support Console, an internal chatbot, support tools, and in-depth testing to resolve cases efficiently.
• Prevent escalations and de-escalate challenging customer interactions.
• Provide comprehensive technical solutions directly to customers with a focus on quality and speed.

Requirements

• Bachelor’s degree preferred or equivalent experience in technical support.
• Strong problem-solving, critical-thinking, troubleshooting, prioritization, and multitasking abilities.
• Excellent people skills, including empathy, patience, confidence, good humor, and the ability to work with varied personality types.
• Ability to remain level-headed in a challenging, rapidly changing, feedback-oriented environment.
• Self-motivation and ability to master complex software, learn quickly, and think creatively.
• Ability to translate complex technical issues into tangible solutions.
• Strong written and verbal communication skills and ability to work as part of a team.

Nice to have

• Knowledge of the home or commercial service industry.
• Basic understanding of SIP, RTP, and call flow analysis.
• Understanding of SMS routing, SMPP, delivery receipts, and carrier filtering.
• Experience with the Brand Registration process.

Culture & Benefits

• Flexible time off, flextime, autonomous work support, learning and development opportunities, and comprehensive onboarding.
• Leadership training, career development programs, recognition awards, and Bonusly rewards.
• Company-paid medical, dental, and vision coverage, including employer-paid options and dependent coverage.
• FSA, HSA, 401(k) matching, and telehealth options including One Medical memberships.
• Parental leave, fertility, surrogacy, adoption, maternity, pet insurance, legal advisory, and financial planning benefits.
• AI-assisted tools may support recruitment processes, but hiring decisions are made by hiring teams.