Technical Services Representative (Tier 1)

TL;DR

Technical Services Representative (Tier 1): Delivering high-quality frontline support and managing RMA cases for partners and customers in Northern & Eastern Europe with an accent on prompt issue resolution, product system assistance, and light hardware troubleshooting. Focus on improving support workflows, coordinating across departments, and ensuring exceptional service through multichannel communication.

Location: Hybrid, based in Lund, Sweden. The role supports the Northern & Eastern Europe region.

Company

hirify.global is a leading technology company that creates innovative solutions for improving security and business performance, offering solutions in video surveillance, access control, intercom, and audio systems.

What you will do

• Provide high-quality frontline Tier 1 support to partners and customers in Northern and Eastern Europe.
• Take a leading role in handling Return Material Authorization (RMA) cases and improving support workflows.
• Interact with internal and external stakeholders across multiple channels (web ticketing, phone, chat).
• Strive for prompt and efficient resolution of customer inquiries, taking ownership of RMA workflow cases.
• Assist customers with product system navigation and first-time installations.
• Perform light hardware troubleshooting and provide invoicing support.

Requirements

• Effective communication and problem-solving skills, with energy, self-sufficiency, and commitment to excellence.
• Customer-centric approach, with professional communication, adaptability, and diligent follow-up.
• Fluent in Swedish and excellent level in English (C1+).
• Practical experience gained from working in the IT industry and customer support.
• Strong technical interest.

Nice to have

• Proficiency in another language.

Culture & Benefits

• Vibrant, multicultural environment with cutting-edge technology.
• Collaborative culture encouraging contribution and innovation.
• Daily breakfast provided.
• Enjoy classic “Swedish Fika” tradition every Friday.
• Access to physical training gym.
• Comprehensive insurance coverage.
• Robust onboarding program.