Technical Support Expert 2

TL;DR

Technical Support Expert 2: Supporting customers’ use of hirify.global’s Programmable Messaging product with an accent on providing friendly, professional customer service, while problem-solving. Focus on communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums.

Location: This role will be based remotely in Colombia while supporting the AMER time zone.

Company

At hirify.global, we’re shaping the future of communications, all from the comfort of our homes.

What you will do

• Work on messaging email cases submitted by both individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debug customer code.
• Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.
• Collaborate with your teammates and the hirify.global Product and Engineering teams via Slack.
• File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.

Requirements

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• A firm understanding of the technology stacks common to the Web ecosystem.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback.

Nice to have

• Previous exposure or knowledge of hirify.global products.
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system.

Culture & Benefits

• Competitive pay, generous time off, ample parental and wellness leave.
• Healthcare, a retirement savings program, and much more.
• Empower employees to build positive change in their communities by supporting their volunteering and donation efforts.