Customer Service Technical Associate (Technical Support)

TL;DR

Customer Service Technical Associate (Technical Support): Resolving customer inquiries related to Tax and Accounting products via phone, chat, and email, ensuring customer success. Focus on identifying, resolving, and escalating complex issues, documenting interactions, and contributing to process improvement initiatives.

Location: Hybrid (8 days/month) in USA - Wichita, KS, USA - Coppell, TX, USA - Kennesaw, GA

Salary: $26,200.00 - $48,175.00 USD

Company

hirify.global TAA is dedicated to customer experience, ensuring customer success and a delightful experience with its products.

What you will do

• Resolve customer questions through phone, chat, and email for system or product issues.
• Take ownership of customer cases from beginning to end, documenting interactions in the customer relationship database.
• Participate in projects and process improvement initiatives.
• Provide general reports to management as requested.
• Participate in product testing and review as required.
• Secure and keep confidential product and customer data.

Requirements

• Associates Degree in MIS, Computer Science, or Information Technology OR equivalent work experience.
• Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching.
• Ability to diffuse and provide effective resolution to customer complaints.
• Must be able to work a flexible schedule that may include some scheduled evening hours and Saturday hours during peak season.
• Applicants may be required to appear onsite at a hirify.global office as part of the recruitment process.

Nice to have

• MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification.
• Experience working in a help desk or customer technical support environment.
• Experience working with computer networks & internet software.
• Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables.
• Use of SalesForce.com.

Culture & Benefits

• hirify.global offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life.
• Medical, Dental, & Vision Plans.
• 401(k), FSA/HSA.
• Commuter Benefits, Tuition Assistance Plan.
• Vacation and Sick Time, and Paid Parental Leave.

Hiring process

• Candidates participate in interviews without the assistance of AI tools or external prompts.
• The interview process assesses individual skills, experiences, and communication style.
• The company requires to remove virtual backgrounds and include in-person interviews in our hiring process.