Technical Support Specialist

Location: Wrocław, Poland; hybrid model with three days per week in the office. In-person work is generally Monday through Thursday, with remote work available on Flexible Fridays; schedules may vary by location.

Company

hirify.global provides industrial, transportation, consumer products, and construction customers with coatings and surface solutions, supported by global business services.

What you will do

• Provide customer support through phone, email, chat, messaging platforms, and social media.
• Troubleshoot and resolve Level 1 and Level 2 inquiries, identify root causes, and deliver effective solutions.
• Escalate complex technical issues while maintaining ownership of customer communication.
• Act as a subject matter expert for support processes, tools, and digital channels, and collaborate with Customer Service, Digital, Operations, and Technical teams.
• Document and manage requests in CRM and ticketing systems, and create and maintain knowledge base articles, FAQs, and self-service resources.
• Analyze customer feedback, support process improvements, and contribute to onboarding, training, knowledge sharing, SLA compliance, and quality standards.

Requirements

• Fluent English and French, written and spoken.
• Previous experience in customer service, technical support, helpdesk, or a related support environment.
• Strong troubleshooting and problem-solving abilities.
• Experience with CRM, ticketing, or customer support systems.
• Good knowledge of Microsoft Office applications.
• Excellent communication and interpersonal skills, with a customer-focused, proactive, and solution-oriented approach.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.
• Strong collaboration skills and ability to work effectively within an international team.

Nice to have

• Experience supporting digital platforms or business applications.
• Familiarity with Salesforce, SAP, ServiceNow, or similar systems.
• Experience coaching, mentoring, or sharing knowledge within a team.

Culture & Benefits

• Culture focused on continuous improvement, collaboration, customer service, and employee experience.
• Hybrid work model with office collaboration and remote Flexible Fridays, subject to local scheduling.
• Career development and continuous learning opportunities.
• Equal-opportunity workplace that values diverse perspectives, integrity, safety, and inclusion.
• Employee health and well-being benefits, with coverage determined by applicable plans and location.