Technical Support Specialist

TL;DR

Technical Support Specialist: Providing technical support for complex software and networked systems with an accent on diagnosing, troubleshooting, repairing, and debugging issues. Focus on developing in-depth product, SQL, network, and server knowledge, and delivering exceptional customer service.

Location: Remote. Must be based in the US (Illinois, Kentucky, Kansas, Idaho, Delaware, and 38 other US states). Working hours are a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST, with an initial 3-month onboarding period requiring an 8/9-hour Monday-Friday shift from 8am-5pm CST. Travel 10% of the time is required.

Salary: $54,000 - $80,000

Company

hirify.global provides technical support for complex software and networked systems.

What you will do

• Provide technical support aligned with a specific product vertical to technical and non-technical customers.
• Diagnose, troubleshoot, repair, and debug complex software and/or networked systems.
• Create, resolve, and maintain support tickets, escalating to other teams when necessary.
• Develop in-depth technical product, SQL, network, and server knowledge.
• Respond to client questions, problems, and work requests on a daily basis.

Requirements

• Customer support experience with direct client contact via phone and email.
• Experience troubleshooting complex issues.
• SQL and Windows platform experience.
• Flexibility to work a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST.
• Ability to work an 8/9-hour Monday-Friday shift from 8am-5pm CST for the first 3 months of onboarding.
• Willingness to travel 10% of the time.

Culture & Benefits

• Competitive base salary, annual performance bonus, and long-term incentives.
• Compensation differential for the evening shift.
• Commitment to competitive, fair, and equitable compensation practices.
• Opportunity to develop expertise and share knowledge with customers.
• Focus on meeting customer service metrics and company values.