Monitoring Support Specialist

TL;DR

Monitoring Support Specialist: Proactively monitoring automated tests, investigating failures, and identifying root causes for hirify.global’s enterprise customers with an accent on timely and accurate issue resolution and communication. Focus on ensuring uninterrupted operation of the Voice Assure solution and preventing service disruptions while operating within a 24/7 shift-based team.

Location: Hybrid role based in Hyderabad, India. Requires shift work, including day, night, and weekend shifts (24/7 team operations).

Company

hirify.global is the global leader in AI-powered customer experience assurance, providing a unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels.

What you will do

• Ensure uninterrupted operation of the Voice Assure solution worldwide.
• Process test calls using internal tools and established Standard Operating Procedures (SOPs).
• Identify and escalate priority issues based on evaluation and analysis of symptoms.
• Use our ticket tracking system for research, troubleshooting, and identifying solutions to product, software, network, and hardware issues.
• Manage internal and customer-facing communication during outages or incidents, keeping all parties updated.
• Collect information about hirify.global’s infrastructure components, track, record, and refill balances as required.

Requirements

• Fluent in English, both written and verbal.
• 2+ years of proven customer service experience or customer-facing technical support experience.
• Demonstrated ability to follow through with tasks to close and work on multiple work streams simultaneously.
• Knowledge of IP network fundamentals.
• Understanding of telephony, VoIP (SIP), and IVR.
• Excellent Analytical and Troubleshooting skills.
• Willingness to learn and adapt to a 24/7 shift work schedule, including day, night, and weekend shifts.

Nice to have

• End-user experience with CRM systems.
• Knowledge of VoIP/SIP and ISDN basics.

Culture & Benefits

• Values include Delivering Excellence, Innovate Boldly, Integrity First, and Embrace Curiosity, shaping a culture where innovation and excellence thrive.
• Dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB).
• Strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work.
• Commitment to continuously evaluating and enhancing policies, practices, and culture to align with DEIB principles.