Technical Support Representative

TL;DR

Technical Support Representative: Handling incoming calls, emails, and chat requests to provide training and troubleshooting support with an accent on effective customer service and clear communication. Focus on resolving customer issues, documenting interactions, and escalating problems when necessary.

Location: Remote (US-PA). Shift Hours: Monday-Friday 12:30pm-9:00pm EST

Company

hirify.global empowers people with disabilities to express themselves, connect with the world, and live richer lives through assistive communication solutions.

What you will do

• Answer incoming calls, emails, and chat requests to provide assistance.
• Provide training and troubleshooting support to address customer problems and concerns.
• Document all calls and interactions in the Call Center database.
• Arrange for product repairs when necessary.
• Update customer demographic information in the database.
• Escalate problems/issues when warranted.

Requirements

• High School diploma.
• Associate Degree in Information or Computer Science preferred.
• Previous call center experience a plus.
• Interpersonal, oral, and written communication skills.
• Effective customer service phone skills.
• Ability to adapt communication style to meet customer needs.

Nice to have

• Fluent in Spanish or French.
• Familiarity with database applications, spreadsheets, and relational databases.
• Win CE operation systems experience.

Culture & Benefits

• Dynamic, global company with a clear, impactful purpose.
• Work culture where collaboration is the norm and individuality is welcomed.
• Opportunity to solve challenges and develop efficient processes that impact customers’ lives.
• Values equality of opportunity, human dignity, and racial/ethnic and cultural diversity.