Technical Support Expert 2

TL;DR

Technical Support Expert 2: Supporting customers using the hirify.global platform, helping them get the best experience from hirify.global’s products with an accent on understanding and resolving basic & routine customer requests. Focus on leveraging AI tools and automations to efficiently communicate with customers, prioritizing the queue based on status, priority, and entitlement.

Location: Remote - Colombia

Company

hirify.global is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences.

What you will do

• Understand and resolve basic & routine customer requests via phone, email, chat, or other support channels.
• Communicate basic concepts to customers with empathy and urgency.
• Utilize hirify.global's AI tools and automations to efficiently communicate with customers.
• Prioritize the support queue based on status, priority, and entitlement, meeting SLA compliance targets.
• Document every customer and internal interaction, contributing to knowledge articles.
• Follow established guidelines on tagging, categorizing, and merging tickets, escalating to senior technical resources as needed.

Requirements

• 3+ years of experience.
• Experience with account reconciliation or data analysis, including technical troubleshooting skills.
• Fluency in English (verbal, comprehension, listening, and writing)
• Availability to work non-standard, on-call rotation weekend and holiday hours.
• Ability to diplomatically address customer concerns and provide feedback.
• Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs.

Nice to have

• Bachelor's Degree or equivalent certifications and work experience.
• Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment.
• Basic case management experience/skills.
• Proficiency with Excel, SQL, database queries, ZenDesk.
• Experience with Salesforce, Zuora or other financial management software.

Culture & Benefits

• Competitive pay and generous time off.
• Ample parental and wellness leave.
• Healthcare and a retirement savings program.