Tech Support Agent (Web)

TL;DR

Tech Support Agent (Web): Analyzing and resolving complex technical inquiries related to domains, hosting, web, and email services for the Swiss market with an accent on handling escalations from 1st Level Support and coordinating with internal teams and partners. Focus on documenting solutions and contributing to the continuous improvement of processes and service quality.

Location: Barcelona, Spain (Remote). Unfortunately, we are unable to support relocation packages or sponsorship visas.

Company

hirify.global is looking for a Tech Support Agent to support their Swiss market.

What you will do

• Handle technical inquiries and incidents within 2nd Level Support.
• Analyze and resolve complex issues related to domains, DNS, hosting, email services, and web technologies.
• Take over escalations from 1st Level Support and drive them through to full resolution.
• Coordinate with internal teams, partners, and domain registries.
• Document solutions and contribute actively to the continuous improvement of processes and service quality.

Requirements

• Native or equivalent-level German (written and spoken) – mandatory. Swiss German is a strong plus.
• Fluent English – mandatory. French or Italian are an advantage.
• Commercial or technical diploma in IT or a related field.
• Previous experience in customer service, ideally in a technical environment.
• Strong customer-oriented mindset and excellent communication skills.
• Fast learner with a high technical affinity, particularly in web technologies and website design.

Nice to have

• Experience with CMS systems (WordPress) is a plus.

Culture & Benefits

• Everyone is welcome here; diversity & inclusion are at our core.
• Value respect, openness, and trusted collaboration.