Technical Support Representative L1

Location: Belgrade, Serbia; 1st, 2nd, and 3rd shifts with 24/7 operations, including weekend support

Company

hirify.global is a global platform-powered unified commerce company providing commerce, payments, and related services for shopping and dining businesses in more than 35 countries.

What you will do

• Provide first-line support to clients, customer engineers, and partners through phone, email, and ticket channels.
• Identify, analyze, diagnose, remotely resolve, and appropriately dispatch technical issues.
• Monitor notification and ticket queues, classify tickets correctly, and provide complete troubleshooting steps.
• Manage incidents through resolution, meet contractual SLAs, and follow escalation procedures for P1 and unresolved issues.
• Use knowledge systems to identify and validate solutions, escalate complex issues, and retain ownership until resolution.
• Create and share knowledge-base content, collaborate with colleagues, and support less experienced team members.

Requirements

• High school diploma or equivalent.
• Innovative mindset and proactive problem-solving approach.
• Willingness to work in a 24/7 shift environment, including weekends and all three shifts.
• Ability to perform effectively in a fast-paced, dynamic environment.
• Strong collaboration and teamwork skills.
• Adaptability and flexibility in a changing business environment.
• Employment is conditional upon passing the screening criteria applicable to the job.

Culture & Benefits

• Full-time employment in a 24/7 support operation.
• Work includes team collaboration, knowledge sharing, and support for less experienced colleagues.
• Commitment to equal employment opportunity and an inclusive workplace.
• Employees may receive special projects from a supervisor or team leader based on business needs.

Hiring process

• Employment is conditional upon passing the applicable screening criteria.
• Applications from recruitment agencies are accepted only from agencies on the preferred supplier list.