Service Desk Agent L1

TL;DR

Service Desk Agent L1: Providing support to clients, customer engineers, and partners with an accent on problem identification, analysis, diagnosis, and resolution. Focus on managing incidents to meet contractual SLAs and proactively anticipating customer needs.

Location: Belgrade, Serbia. Requires participation in 14/7 operations, including weekend support.

Company

hirify.global Corporation is a global provider of digital commerce solutions for the retail and restaurant industries, headquartered in Atlanta, Georgia.

What you will do

• Respond to incoming phone calls, emails, and tickets from clients and field engineers.
• Monitor notification and ticket queues and remotely resolve tickets where possible.
• Manage incidents to ensure contractual SLAs are met and follow escalation paths.
• Utilize Knowledge Systems to identify and implement solutions to known problems.
• Escalate issues to higher-level support teams while retaining ownership through resolution.
• Actively contribute as a team member and support less experienced colleagues.

Requirements

• Proficiency in English.
• Basic PC literacy, including keyboard proficiency and understanding of Windows-based applications.
• Strong problem-solving and analytical skills.
• Excellent communication skills (verbal, written, and listening).
• Ability to build and maintain effective working relationships.
• High school diploma or equivalent.

Culture & Benefits

• Commitment to diversity and equal employment opportunity.
• Globally inclusive company where all people are treated fairly.
• Recognized for individuality and promoted based on performance.
• Encouraged to strive to reach full potential.
• Belief in understanding and respecting differences among all people.