Customer Technical Support (US)

TL;DR

Junior Customer Technical Support (iGaming): Diagnosing and resolving software and hardware issues, proactive infrastructure monitoring, and guiding customer product integrations with an accent on ensuring client systems run smoothly and maximizing product benefits. Focus on utilizing remote desktop connections for troubleshooting, managing ticketing systems, and collaborating with cross-functional teams for complex challenges.

Location: Fully remote. Must be legally able to work remotely from the following states in the US: DE, NV, NJ, NC, PA, VA, WV.

Company

hirify.global is a leading gaming entertainment supplier providing innovative mobile games and online slots to casinos worldwide.

What you will do

• Diagnose and resolve software and hardware problems, providing timely solutions to customers.
• Proactively monitor infrastructure to identify and address potential issues before they impact customer experience.
• Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network and cloud instance issues.
• Address straightforward customer queries swiftly using ticketing systems and chat applications.
• Collaborate with customers over the phone, offering clear instructions or providing written technical manuals.
• Build and maintain strong rapport with customers, becoming their go-to source for technical assistance.

Requirements

• Bachelor's degree in Computer Science, IT, Software Engineering, or relevant work experience.
• Proven experience in diagnosing and resolving software and hardware issues.
• Strong familiarity with network troubleshooting, operating system configuration, and remote desktop tools.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts.
• Customer-centric attitude with a proactive, problem-solving mindset.
• Ability to work effectively both independently and as part of a collaborative team.
• Attention to detail and organizational skills to document solutions and maintain accurate records.
• Strong sense of accountability and responsibility to ensure timely and accurate support.
• Legally authorized to work remotely from DE, NV, NJ, NC, PA, VA, WV in the US.

Nice to have

• Knowledge of Microsoft Windows Server and Linux OS (Ubuntu).
• Knowledge of Amazon Web Services (Cloud Watch, EC2, VPC, S3, IAM) and core networking concepts (TCP/IP, Firewalls, NAT, VPN).
• Knowledge of PowerShell and Bash scripting, Perl and Python.
• Familiarity with Octopus Deploy, monitoring tools (Grafana, OpenSearch, Kibana, Prometheus, OP5).
• Knowledge of REST API, Postman, SOAP UI, and Microsoft Active Directory.
• Strong SQL knowledge and Database administration.
• Fluent in French.

Culture & Benefits

• Flexible freedom to shape your own days and find work-life balance.
• Generous package of benefits, activities, and initiatives.
• Opportunity for professional growth thanks to talented people who inspire each other.
• Commitment to well-regulated gaming and player safety.