Technical Support Professional

TL;DR

Technical Support Professional: Providing technical assistance and support to end-users for i2 software applications, resolving technical issues, and ensuring optimal software performance with an accent on direct customer interaction, diagnosing and troubleshooting software problems. Focus on documenting support requests, collaborating with development teams to enhance software functionality, and identifying trends for continuous improvement.

Location: Remote within the United States. Must be based in California or Georgia.

Salary: $80,000–$90,000 USD per year.

Company

hirify.global develops and supports i2 software applications.

What you will do

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues, providing step-by-step technical assistance.
• Identify, document, and resolve software bugs, escalating complex issues to higher-level teams when necessary.
• Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests.
• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Collaborate with development, QA, and product teams to provide feedback and suggest improvements.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field is essential.
• Proven experience in a technical support or help desk role.
• Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA).
• Knowledge of relational database systems (MS SQL, Postgres, or Oracle).
• Proficiency in operating systems (Windows, macOS, Linux) and understanding of networking fundamentals.
• Excellent communication, interpersonal, strong problem-solving, and analytical abilities.

Culture & Benefits

• Remote work environment.
• Requires occasional on-call weekend support.
• Opportunities for continuous learning through team meetings and training sessions.