Customer Technical Support Specialist

TL;DR

Customer Technical Support Specialist: Providing frontline technical support to global customers, primarily focusing on the region of France and working in the CET time zone with an accent on problem triage and incident management. Focus on collaborating with various teams to resolve complex issues and providing remote support to on-site resources.

Location: Remote (Prague, Czechia | Warsaw, Poland). Must be willing to work in the CET time zone and provide frontline support to hirify.global global customers with a primary focus on the region of France.

Company

hirify.global delivers harmonized data, trusted AI, and faster innovation, to uplift and empower customers to make better, more confident decisions.

What you will do

• Provide frontline support to hirify.global global customers with a primary focus on the region of France.
• Accept and respond to incoming calls, incidents, and emails, providing initial problem triage and clarifying problem definitions.
• Track, monitor, and maintain incident progress, escalating problems to the appropriate parties and assisting in communicating solutions to customers.
• Collaborate effectively with support analysts, developers, engineers, and various teams to resolve complex issues.
• Extract logs, dumps, and error files from customer systems and analyze them to isolate problem areas through problem recreation.
• Coordinate with customers and end-users to implement solutions, logging problem resolutions and supporting knowledge creation.

Requirements

• Must possess native-level fluency in both written and spoken French.
• Excellent oral and written communications skills in English.
• 1-3 years of Technical Support related experience.
• BA/BS in Computer Science or equivalent experience.
• Knowledge of Database and Operating System.
• Knowledge of UNIX, Linux, Windows, and other current operating systems.

Nice to have

• Knowledge of TDBMS or other relational databases.
• Knowledge of Support Center procedures and troubleshooting protocols.
• Knowledge of remote support tools including installation.
• Knowledge of Cloud technologies.

Culture & Benefits

• Flexible work model.
• People-first culture.
• Focus on well-being.
• Committed to actively working to foster an inclusive environment.