Customer Support Specialist

TL;DR

Customer Support Specialist: Managing client requests and providing effective support across communication channels with an accent on issue resolution and continuous product improvement. Focus on maintaining clear documentation and ensuring high customer satisfaction.

Location: Fully remote

Company

hirify.global is actively involved in the development of innovative IT solutions for the US and European markets.

What you will do

• Process and manage incoming client requests, providing timely and effective support across communication channels.
• Analyze customer issues, resolve functional and technical problems, and escalate complex cases to the development team when needed.
• Collaborate with cross-functional teams (development, QA, product) to ensure accurate issue resolution and continuous product improvement.
• Maintain clear documentation of customer interactions, incidents, and solutions.
• Communicate with an international team in English, ensuring a high level of customer satisfaction and service quality.

Requirements

• Proven experience in a Customer Support, Service Desk, or Technical Support role.
• Confident PC user with hands-on experience using MS Office, web browsers, and basic API tools such as Postman.
• Solid understanding of the IT domain, including web-based systems, SaaS products, and technical issue workflows.
• Ability to analyze customer issues, identify root causes, and clearly explain problems for technical teams.
• Strong communication skills with the ability to interact professionally with customers and internal teams.
• English: B2+ level or higher, with strong verbal and written communication skills.

Nice to have

• Familiarity with ticketing systems and customer support platforms (e.g., Jira Service Management, Zendesk, Freshdesk).
• Experience working with international or cross-cultural teams.
• Basic understanding of Agile development processes and collaboration with development teams.

Culture & Benefits

• Ability to work fully remote.
• 20 paid days per calendar year for vacation.
• 3 paid days per calendar year for medical reasons without sick leave.
• Partial payment for medical insurance and a monthly gym membership card.
• Payment of 50% of the cost of a partner service for learning English, English Paired Classes, and English Speaking Club.
• Partial payment of advanced trainings, conferences and educational courses and 50% payment of Spotify Premium.