Product Support Associate

TL;DR

Product Support Associate: Interacting with customers via various channels to provide accurate technical solutions and documenting issues with an accent on identifying and resolving customer problems efficiently, ensuring high customer satisfaction, and providing support coverage. Focus on troubleshooting technical challenges, maintaining up-to-date product knowledge, and escalating complex issues to subject matter experts.

Location: Must be located in Switzerland (Zurich)

Company

hirify.global empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees.

What you will do

• Interact with hirify.global customers using case management systems, phone, email, chat, and shared screen sessions.
• Serve as the primary customer contact for providing accurate and helpful technical solutions to user problems and questions.
• Call on Subject Matter Experts when issues require escalation.
• Document details of issues, resolution steps, follow-up conversations, and escalations in the case management system.
• Contribute to the creation and enhancement of knowledge-base articles, troubleshooting guides, and FAQs.
• Stay current with all new and existing hirify.global products and features.
• Participate in an on-call rotation to provide support for urgent issues outside standard business hours.

Requirements

• Basic technical aptitude and enthusiasm for learning technical concepts.
• Strong written and verbal communication skills.
• Ability to clearly explain technical information to customers.
• Customer-focused mindset and a problem-solving attitude.
• Must be located in Switzerland.
• Willingness to participate in an on-call rotation after training.

Nice to have

• Familiarity with basic networking concepts, web technologies, or contact center operations.
• Previous customer service experience in any field.
• Technical coursework or certification in IT, computer science, or related areas.

Culture & Benefits

• Over 6,000 employees globally who embrace empathy and cultivate collaboration.
• Independence to make a larger impact on the company and take ownership of your work.
• Team-oriented environment where colleagues help each other and enjoy working together.
• Opportunity to work in a fast-paced team environment that operates under pressure and strict timelines.
• Passion for customer satisfaction, striving to solve issues on the first try.
• Ability to take complex information and present it in a clear, concise manner.