Technical Support Representative (Enterprise & Desktop)

TL;DR

Technical Support Representative (Enterprise & Desktop): Resolving technical issues from business customers using enterprise desktop products and software with an accent on software, connectivity, and hardware troubleshooting. Focus on providing advanced support, guiding Tier 1 teams, and identifying trends from customer feedback.

Location: Remote, must be based in the USA (Camas, Washington preferred).

Salary: $70,000–$85,000 annually

Company

hirify.global is a company focused on empowering collaboration and fostering play through its enterprise desktop products and software.

What you will do

• Troubleshoot software, connectivity, and hardware issues for customers via phone and email.
• Resolve escalated support tickets from the Tier 1 support team.
• Assist Tier 1 support team by providing guidance to resolve tickets without escalation.
• Provide ad-hoc feedback about trends, new issues, and the voice of the customer.
• Assist with related projects during periods of low technical support volume.

Requirements

• Minimum 3 years of experience in a technical support role, with at least 1 year providing remote support via phone.
• Minimum 3 years providing support for Windows, Mac, Bluetooth, wireless, and USB products.
• Minimum 2 years providing support for software used with hardware.
• Experience providing support for IT/office users.
• Fluent in written and spoken English.

Nice to have

• Experience quickly learning how to troubleshoot new technologies.
• Strong knowledge of USB, wireless, and Bluetooth technologies.
• Experience with Salesforce, Oracle, or Zendesk support ticketing systems.
• Knowledge of common IT office equipment, technology, and standards.
• Experience in QA and SQA testing.
• Experience in Confluence, Asana, and other knowledge management systems.

Culture & Benefits

• Flexible hybrid work model allowing remote work from most locations.
• Comprehensive and competitive benefits packages (Medical, Dental, Vision, 401(k), HSA, FSA, ESPP).
• Life Insurance, Disability Coverage, Adoption and Surrogacy Assistance, Tuition Reimbursement Plans.
• Commuter Benefits, Paid Time Off, Paid Holidays, Bereavement Leave, Paid Parental Leave.
• Wellness Programs and access to Expert Medical Opinions.
• A culture that encourages individuals to achieve good physical, financial, emotional, intellectual, and social wellbeing.