Technical Customer Care Engineer

TL;DR

Technical Customer Care Engineer: Provides technical product support for hirify.global products to customers, partners, and resellers with an accent on validating requests, documenting issues, and escalating to higher support levels. Focus on advanced troubleshooting and continuous technical knowledge development across operating systems and network architecture.

Location: Onsite in Bournemouth, UK

Company

hirify.global is a cybersecurity product company specializing in technical product support.

What you will do

• Provide technical support for hirify.global products to customers, partners, and resellers.
• Document, process, and analyze incoming customer requests across all communication channels.
• Qualify and escalate undocumented issues to next level support teams.
• Perform enhanced troubleshooting and scheduled callbacks to customers.
• Continuously develop technical knowledge and skills regarding hirify.global products and components.

Requirements

• Education: Completed IT-related education or equivalent qualification
• Experience: 2 years of work experience
• Knowledge: Very good theoretical and practical knowledge in the IT environment
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture, and application software.
• High analytical skills and structured way of working.
• Language: English B1 proficiency required
• Very good verbal and written communication.

Culture & Benefits

• Health insurance, death in service, employee assistance program, and pension.
• Perkbox, free sight tests, and discount on glasses.
• Sick pay, extra holiday, and a wellbeing allowance.
• Family benefits including child birth and marriage allowance, and enhanced parental leave.
• Office perks: Free parking, hot and cold drinks, fruit, and Friday breakfast.
• Company events: Christmas Party and Summer Party.
• Other benefits: Loyalty award, employee referral scheme, cycle to work, and tech scheme.