Technical Support Analyst (Customer Service)

TL;DR

Technical Support Analyst (Customer Service): Providing first-point-of-contact support for post-sale client interactions with an accent on technical troubleshooting, client loyalty, and problem resolution. Focus on managing client requests, analyzing semi-complex issues, and ensuring exceptional customer service in a dynamic environment.

Location: Hybrid in Vilnius, Lithuania. Work hours are 16:00 to 01:00, Monday - Friday, to align with US client consulting needs.

Salary: €1,770–€1,900 gross per month + night hours bonus

Company

hirify.global is a company that focuses on client services, ensuring exceptional customer experience.

What you will do

• Act as the first point of contact for all post-sale client interactions, managing inbound requests via tickets, emails, and internal escalations.
• Resolve standard requests, including marketing best practices, technical troubleshooting, billing inquiries, and ROI reporting.
• Maintain client loyalty by consistently providing exceptional customer support.
• Educate and assist other internal departments regarding systems, tools, and processes.
• Contribute to improving scalability and quality by writing standards and guidelines.

Requirements

• Fluent in English to an advanced business level.
• Exceptional communication skills developed through direct B2B or B2C customer interaction.
• Keen to learn and grow within a technical, customer-supporting environment.
• Strong drive for providing exceptional customer service.
• Ability to prioritize and manage multiple tasks in a dynamic environment.

Nice to have

• Additional language skills.

Culture & Benefits

• Opportunity to work in a customer-focused environment with a passion for exceeding client expectations.
• Emphasis on continuous learning and growth within a technical support setting.
• A commitment to pay transparency and integrity in compensation practices.

Hiring process

• AI tools may be used to support parts of the hiring process, such as application and resume review.
• Final hiring decisions are made by humans.