Customer Support Consultant

TL;DR

Customer Support Consultant: Handles inbound customer inquiries and provides on-call support during designated evening shift hours with an accent on efficient issue resolution and troubleshooting. Focus on collaboration with internal teams, documentation of cases, and adherence to internal procedures while maintaining a deep understanding of client solutions.

Location: Opportunity to cooperate fully remotely

Company

hirify.global is a global Support-as-a-Service leader, partnering with tech companies and industry leaders in 30+ countries since 2010 to deliver secure customer and technical support.

What you will do

• Handle inbound customer inquiries during designated evening shift hours.
• Provide on-call support, responding to calls and chats.
• Document cases clearly and escalate complex issues to the internal L2 Support Team when needed.
• Collaborate with internal teams to ensure efficient issue resolution.
• Troubleshoot hardware-related issues for customers using outdoor camera equipment.
• Handle sensitive customer data with care and security.

Requirements

• Fluency in German and English (C1 or higher), both spoken and written
• Availability to work night shift hours (CET) on a consistent schedule
• Comfortable working under a per-ticket compensation model
• At least 6-12 months of experience in customer support
• Strong analytical thinking and research skills
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Culture & Benefits

• Fixed schedule
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Rewards for referring friends
• Balance between project workload and personal time, but also – internal health policy
• A culture built on trust, with no time-tracking requirements