Technical Support Analyst

TL;DR

Technical Support Analyst: Providing remote software technical support to clients for data quality solutions with an accent on diagnosing and troubleshooting technical issues related to API, data processing, and application functionality. Focus on resolving complex technical issues in collaboration with development teams and contributing to knowledge base articles.

Location: Heredia, Costa Rica. This is a hybrid role.

Company

hirify.global is a global data and technology company, powering opportunities for people and businesses around the world, focused on redefining lending practices, preventing fraud, and simplifying healthcare.

What you will do

• Provide remote software technical support for hirify.global EDQ clients.
• Promptly help solve clients' issues through different channels, including email, phone, and ticketing systems.
• Diagnose and troubleshoot technical issues related to API, data processing, and application functionality.
• Collaborate with product development, Level 2 and Level 3 engineering teams to resolve complex technical issues.
• Document interactions with customers, including troubleshooting steps and solutions.
• Help create knowledge base articles through the Knowledge Centered Service methodology.
• Stay informed about product updates and industry trends related to data quality management.

Requirements

• 1-3 years of Desktop Support, Help-Desk, or IT related support experience.
• BA degree or equivalent experience.
• Experience with Windows Server/Linux environments.
• Basic understanding of networking concepts.
• Familiarity with remote desktop technologies.
• Experience with Salesforce or similar ticketing systems.
• Schedule: Tuesday to Friday from 5am to 2pm and Saturday from 7am to 4pm / Sunday-Monday OFF

Culture & Benefits

• Medical, life and dental insurance.
• Asociacion Solidarista, International Share Save Plan.
• Flex Work/Work from home options.
• Paid time off, Annual Performance Bonus, Education Reimbursement.
• Focus on DEI, work/life balance, development, and authenticity.
• Award-winning people-first culture (World's Best Workplaces™ 2024, Great Place To Work™ in 24 countries, Glassdoor Best Places to Work 2024).