Technical Customer Support Associate

TL;DR

Technical Customer Support Associate: Providing technical support for customers related to the installation, troubleshooting, and integration of hirify.global products with an accent on first-touch issue resolution and customer satisfaction. Focus on diagnosing and resolving technical and account issues via various channels while working night, weekend, and bank holiday shifts.

Location: Remote in Poland. Must be based in Poland and have sponsorship to live and work in Poland.

Company

hirify.global extends the Apple experience people enjoy in their personal lives to the workplace, enabling confident automation of Mac, iPad, iPhone, and Apple TV deployment, management, and security.

What you will do

• Provide timely and accurate responses to customer inquiries via chat, email, and phone.
• Deliver outcomes to customers through diagnosis and resolution of technical and account issues.
• Ensure customer requests are handled effectively and escalated when necessary.
• Develop an understanding of hirify.global products, including features, functionality, and best practices.
• Ensure a positive customer experience by handling interactions with professionalism and empathy.
• Stay current on new product features, technologies, and participate in training sessions.

Requirements

• Fluency in English (B2/C1).
• Strong problem-solving abilities with a customer-first mentality.
• Basic technical knowledge and aptitude for learning new software systems.
• Excellent communication skills, both written and verbal.
• Experience with CRM and support tools (e.g., ServiceNow, Intercom).
• Ability to work night 12-hour shifts during weekends (Friday, Saturday, Sunday) and Polish Bank Holidays, from 8 pm – 8 am.

Culture & Benefits

• Open, flexible culture based on respect and trust, with work-life balance.
• Clear and defined customer support career path with opportunities for horizontal growth.
• Make a real and meaningful impact for a global customer base.
• Values humility, relentless pursuit of knowledge, and self-improvement.
• Committed to supporting the continual improvement of Apple in the workplace.
• Committed to creating an inclusive and supportive work environment.