Technical Support Specialist

Location: Remote, British Columbia, Canada

Company

hirify.global develops maritime software that helps companies organize operations and optimize business intelligence, including the Helm CONNECT platform used by more than 400 companies globally.

What you will do

• Provide product support to customers and business partners worldwide.
• Analyze, prioritize, and resolve reported technical issues within agreed service-level agreements.
• Document bugs and feature requests clearly for the development team.
• Identify additional product or training needs and escalate them to the manager.
• Record customer interactions accurately in Zendesk and respond to requests according to SLA requirements.

Requirements

• Diploma, degree, or technical certification in a related field, or equivalent experience.
• 4+ years of technical customer support experience, ideally in a call-centre or helpdesk environment, including ownership of complex escalated cases.
• Excellent written and verbal English communication skills.
• Proficiency with Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
• Availability to work varied shifts, including on-call shifts, to support 24x7 coverage.

Nice to have

• Spanish and/or Portuguese language skills.
• Experience with Zendesk, Jira, and Confluence.
• Interest in QA, programming, or automation.

Culture & Benefits

• Remote full-time position based in British Columbia, Canada.
• Support customers and partners across international markets.
• Work within a maritime software company with operations on Vancouver Island and offices in Singapore and South America.