Customer Support Specialist

TL;DR

Customer Support Specialist: Providing timely and empathetic technical support to customers via chat and email, maintaining positive customer relations and satisfaction. Focus on becoming a product expert, resolving technical issues, and communicating effectively with both technical and non-technical end users.

Location: Remote from Argentina, Colombia, Chile, Ecuador, Mexico, Peru, Costa Rica, or Uruguay. Must be available during shift - Monday to Friday from 9AM to 5PM EST (USA)

Company

hirify.global is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization.

What you will do

• Provide technical support to customers via chat and email.
• Maintain high customer satisfaction and manage operational expectations.
• Become a product expert and maintain a deep understanding of product functionality.
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed.
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users.
• Identify trends in support requests to help create long-term solutions.

Requirements

• Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role.
• Experience with troubleshooting in Windows, Linux and MacOS.
• Knowledge of cloud computing platforms (Azure, AWS, GCP).
• Good knowledge of working with ticketing systems.
• Basic knowledge of SQL (PostgreSQL).
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English.

Culture & Benefits

• This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive salary.
• Career growth opportunities.
• Flexible paid time off.
• Laptop reimbursement.