TL;DR

Technical Support Specialist (Tier 2): Providing mid-level technical support for software products via phone, chat, and email with an accent on troubleshooting, issue replication, and customer communication. Focus on resolving complex technical problems, documenting bugs, and improving customer experience.

Location: United States

Salary: $56,900 - $68,100 + annual bonus

Company

%hirify_global% creates smart software solutions to improve efficiency and safety in construction and design industries, serving over 3 million users globally.

What you will do

Respond to customer inquiries via phone, chat, and email with minimal supervision
Provide technical assistance and escalate complex issues appropriately
Replicate issues, identify software bugs, and document them in the bug tracking system
Record all customer interactions and case details in CRM
Develop and maintain support documentation for recurring issues
Contribute to cross-functional projects and company-wide technical objectives

Requirements

Location: United States
Minimum 2 years technical support experience with complex issue resolution
Strong analytical and troubleshooting skills
Proficient with Microsoft Windows OS and software installation
Excellent verbal and written communication skills
Commitment to exceptional customer service and reliability

Nice to have

A+ or Microsoft IT Certification
Experience with PDF software and AEC industry tools (AutoCAD, Revit, etc.)
Experience supporting mobile platforms and virtual environments
Familiarity with software deployment tools

Culture & Benefits

Entrepreneurial culture backed by a stable global corporation
Competitive compensation and benefits including 100% paid employee medical premiums
Fully vested 401K from day one
Generous PTO including sick, mental health, and volunteer days
Access to well-being platform and continuous professional development
Education reimbursement up to $5K annually after one year