Associate Service Operations Specialist

TL;DR

Associate Service Operations Specialist: Provide customer application training, implementation, and support, ensuring maximum customer satisfaction by resolving incidents and managing application configurations. Focus on troubleshooting complex application problems, coordinating with resolver groups, and ensuring compliance with information security policies.

Location: Amman, Jordan (hybrid, with up to 2 days/week remote work; temporary remote work from any location globally for up to 30 days/year allowed).

Company

hirify.global provides technology and communication innovations for the global air travel industry, operating in 95% of international airports and serving over 2,500 clients.

What you will do

• Provide support to internal and external customers for application training, implementation, and support activities.
• Coordinate application troubleshooting with customers and internal resolver groups, ensuring high customer service.
• Manage incident queues, lead problem resolution, and escalate complex application problems.
• Manage application configuration and upgrades, engaging vendors and development teams as required.
• Assist with acceptance testing and perform system configuration, scripting, and user administration.
• Collaborate with senior analysts and software development personnel to identify root causes and provide resolutions.

Requirements

• Bachelor's degree in Computer or Telecommunication Engineering, IT, or Computer Science (preferred).
• Minimum 2 years experience in a customer service function, preferably in systems application support or delivery.
• Ability to work on different shifts 24/7.
• Strong troubleshooting and problem-solving skills.
• Familiarity with Windows Server, Linux, SQL Server, IIS, and Cluster Services.
• Experience communicating professionally with customers at all levels.
• Ability to use Dataset, SQL, and stored procedures independently.

Nice to have

• Knowledge in Web APIs, including RESTful APIs, and Postman.
• Experience with Queuing systems (MSMQ, RabbitMQ clusters, IBM MQ).
• Knowledge in ITIL.
• Azure Certificate.

Culture & Benefits

• Diverse and inclusive work environment across 200 countries and 60 languages.
• Flex Week: Work from home up to 2 days/week.
• Flex Day: Flexibility to adjust your workday to suit your life and plans.
• Flex-Location: Opportunity to work from any location in the world for up to 30 days a year.
• Employee wellbeing programs, including Employee Assistance Program (EAP) and Champion Health.
• Professional development opportunities through training platforms like LinkedIn Learning.
• Competitive benefits tailored to local market and employment status.