Associate Technical Support Specialist

TL;DR

Associate Technical Support Specialist: Educating and supporting customers globally with an accent on problem-solving and troubleshooting to empower customers to reach their objectives. Focus on diagnosing technical issues and providing feedback to evolve support processes.

Location: Hybrid work policy, expected to be in the office at least three days per week.

Company

hirify.global is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

What you will do

• Communicate via chat, email, phone, and video-based customer support.
• Diagnose, reproduce, and troubleshoot technical issues.
• Proactively identify ways to help users succeed.
• Take ownership of complex customer questions across our suite of products, from first contact to final resolution.
• Provide feedback to help evolve how our team supports customers and collaborates internally.
• Use AI tools to flag trends that impact the Support organization.

Requirements

• Solid understanding of tech fundamentals and modern-day tools.
• Strong customer focus and communication skills.
• Strong problem-solving skills and ability to troubleshoot.
• Ability to take on and action feedback.
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Nice to have

• Previous experience working in a troubleshooting environment.
• Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.).
• 1-2 years of technical support experience.

Culture & Benefits

• Competitive salary and equity in a fast-growing start-up.
• Catered lunch every weekday, plus a fully stocked kitchen.
• Flexible paid time off policy.
• Healthcare stipend towards private health insurance.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.