Technical Support

Location: Harrisburg, Pennsylvania, United States; onsite call-center work

Company

hirify.global provides a contract technical support role focused on business application assistance.

What you will do

• Receive telephone calls and emails from users experiencing business application problems or needing guidance on application features.
• Analyze and troubleshoot business application support issues and determine whether problems involve hardware or applications.
• Log issues in the tracking system and escalate tickets according to defined procedures, including escalation to tier two when necessary.
• Guide users through problem-solving steps and provide accurate answers to general-use and administrative-environment questions.
• Research solutions using technical databases, reference publications, diagnostic aids, and collaboration with coworkers.
• Support changes, upgrades, and new products; provide status updates, report time spent, follow quality standards, and complete assigned tasks.

Requirements

• Experience or ability to provide call-center technical support for computer logins, password resets, applications, and user assistance.
• Ability to troubleshoot business application support problems and distinguish hardware-related issues from application issues.
• Ability to use tracking systems, technical databases, reference publications, and diagnostic aids.
• Ability to escalate issues according to defined procedures.
• Strong written and spoken communication skills.
• Ability to work in a team environment and complete assigned tasks.

Culture & Benefits

• Contract engagement.
• Team-based work environment with defined quality standards and procedures.