Customer Support Engineer

TL;DR

Customer Support Engineer: Troubleshooting issues and resolving them for customers and internal teams with an accent on improving the quality of service. Focus on providing professional advice, training, and responses while maintaining technical knowledge and documentation.

Location: Belgrade

Salary: Competitive € salary plus benefits package.

Company

hirify.global connects and protects online experiences with sophisticated customer identity and engagement solutions.

What you will do

• Identify, clarify, and resolve customer impacting problems.
• Provide professional advice, training, and responses to customers.
• Learn and apply hirify.global’s products and services to recommend potential uses and best practices.
• Drive increased customer satisfaction by exceeding expectations.
• Maintain accurate account information and settings in proprietary systems.
• Contribute to and maintain technical documentation and knowledge bases.

Requirements

• 2-3 years’ experience in a mid or high-level customer facing role.
• Fluent English, excellent verbal and written.
• Strong problem-solving and analytical skills.
• Strong customer care and focus.
• Ability to translate technical knowledge to non-technical people.
• Ability to work in shifts (24/7 shift schedule).

Nice to have

• Familiarity with Salesforce ticketing systems, Atlassian tools, Kibana, Grafana, and Confluence.
• Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem).

Culture & Benefits

• Good compensation and benefits package.
• Development opportunities.
• Challenging but friendly working environment.