Digital Support Coordinator (Technical Support)

Location: Remote, United States; overnight schedule in CST from 5:45PM to 6AM, three consecutive predetermined nights per week, with alternating Saturdays as needed.

Salary: $19.00–$25.34 hourly.

Company

hirify.global is a global materials science and digital identification solutions corporation developing labeling and functional materials, RFID products, software applications, and branded packaging solutions.

What you will do

• Serve as the first point of contact for inbound support requests through email, chat, and phone, responding within severity-based SLA windows.
• Triage and categorize tickets, resolve Tier 1 issues, and escalate complex or unresolved incidents to Levels 2 and 3.
• Guide clients through troubleshooting, own issues through final resolution, and lead client-facing communication.
• Coordinate with third-party vendors on hardware issues and document incidents in Zendesk, Workfront, and/or internal issue logs.
• Maintain the internal knowledge base, identify recurring issues, and report patterns to the manager.
• Create daily production tickets, send third-party tracking information, and manage multiple inboxes.

Requirements

• Bachelor’s degree in business, marketing, IT, Computer Science, or a similar field.
• 3–5 years of related business experience and/or training, preferably in customer service or technical support, or an equivalent combination of education and work experience.
• Ability to multitask across multiple support portals and dashboards in a fast-paced, demanding environment.
• Strong troubleshooting and incident resolution skills.
• Exceptional client-facing communication skills and the ability to translate technical concepts for users.
• Availability for three consecutive predetermined overnight shifts per week and every other Saturday as needed.

Nice to have

• Basic knowledge of Zendesk, SQL, KQL, Application Insights, or Databricks.
• Previous experience supporting clients in a helpdesk setting.

Culture & Benefits

• Health and wellness benefits begin on the first day of employment.
• Paid parental leave, paid vacation, and paid holidays.
• 401(k) eligibility and tuition reimbursement.
• Employee Assistance Program and Health Advocate eligibility.
• Final candidates must complete a post-offer background check and drug screening as conditions of employment.

Hiring process

• Video and/or in-person interviews and a brief photo may be required for identity verification.
• Reasonable accommodation support is available for candidates who need alternative application methods.