T1 Technical Support Specialist

TL;DR

T1 Technical Support Specialist: Providing first-level technical support for voyage planning software and digital publications solutions, ensuring positive customer experience by resolving support cases within defined KPIs. Focus on structured problem-solving, documentation, and liaising with third-party providers for effective case resolution.

Location: This position will be based in Manila, Philippines, operating under a Hybrid Work Model.

Company

hirify.global enables clients to navigate a changing environment by unlocking the value of data through their voyage planning software and digital publications solutions.

What you will do

• Analyze and resolve first-level technical support cases for customers.
• Update case information in the ticketing system, informing stakeholders on status and resolution.
• Support software release rollouts and contribute to case documentation.
• Liaise with third-party providers to facilitate case resolution.
• Provide insights from support cases to Product Management and Development teams.
• Apply structured problem-solving methods and escalate complex cases to Tier 2 Support.

Requirements

• Fluent English (written and spoken) is required; additional languages are a plus.
• Education in a technical and/or maritime field (e.g., Computer Science, Nautical Studies).
• Customer service or product support experience, ideally supporting software products for an international client base.
• Experience using CRM systems and Microsoft Office tools.
• Self-motivated, with the ability to work both independently and as part of a global team.
• Maritime experience and qualifications, particularly related to bridge operations or navigation, are highly valued.

Nice to have

• Basic knowledge of problem-solving methodologies.

Culture & Benefits

• Smart, creative, and innovative environment with a talented and supportive team.
• Hybrid Work Model, offering a balance between remote and in-office work.
• International development opportunities to support professional growth.
• Work within a 24/7 shift system, including potential weekend support, shared with teams in Europe and APAC.
• Be part of a global mission to help clients navigate a changing environment by unlocking data value.