Technical Services Representative - Tier I (Security)

TL;DR

Technical Support Representative (Security): Provides initial screening and first-call resolution for inbound technical support interactions with an accent on documenting actions and educating customers. Focus on developing basic product knowledge and escalating complex cases.

Location: Hybrid position based out of Chelmsford, Massachusetts headquarters.

Salary: $53,000 annually (English only role) / $56,750 annually (Bilingual - English with Spanish/Portuguese/French)

Company

hirify.global is a network technology company and industry leader providing cutting-edge security solutions across the globe.

What you will do

• Answer inbound customer inquiries via telephone, chat, and online helpdesk.
• Collect and confirm database information for each customer.
• Open and update cases in the customer relationship management system.
• Provide first call resolution and escalate calls/cases as necessary.
• Educate customers about website information availability.
• Develop basic product knowledge.

Requirements

• This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, Massachusetts headquarters.
• Required to work an 11:30 a.m. to 8:00 p.m. shift.
• Excellent written and oral communication skills.
• Excellent customer service skills.
• Proficiency in Microsoft Office and strong computer skills.
• Relevant experience in a call center, customer service, or support environment, including troubleshooting.
• Experience in a fast-paced environment.

Nice to have

• Spanish language skills.

Culture & Benefits

• Employer-offered training and tuition reimbursement for professional development.
• Comprehensive health, dental, vision, and fitness/health and wellness programs.
• Paid parental leave and dependent care reimbursement account.
• Generous vacation benefits and a 3-week sabbatical on your 5-year anniversary.
• 401(k) program with employer matching for retirement planning.