Technical Customer Service Agent

TL;DR

Technical Customer Service Agent: Provide exceptional technical support by resolving user issues, troubleshooting app problems, and collaborating with product and development teams with an accent on empathy, clear communication, and data-driven improvements. Focus on investigating bugs, creating user guides, and optimizing support processes to enhance customer happiness.

Hybrid in Vienna: must have the right to work in the EU/Austria and be based in Vienna or open to relocating.

€43,000+ annual gross (depending on experience).

Company

Global team of 100+ in Vienna building the world’s most-downloaded printing app with AI-powered photo books and prints for 10M+ users.

What you will do

• Resolve technical questions and issues with kindness, empathy, and solution-oriented communication
• Troubleshoot app features, functionality, and user-related problems
• Investigate bugs and collaborate with product/development teams for fixes
• Use data/feedback to create guides and improve support processes
• Share ideas to optimize workflows and meet team goals

Requirements

• Great communicator in English; additional languages a plus
• Experience in technical support, working with developers/product managers
• Proficient with Zendesk (workflows, tickets) and Jira for bug tracking
• Analytical, patient problem-solver with structured writing and curiosity
• Right to work in EU/Austria; based in Vienna or open to relocating
• Self-driven, eager to learn, open to feedback

Culture & Benefits

• Hybrid model: 40% home office, flexible hours (core: 10am-4pm Mo-Th, 10am-2pm Fri)
• 25+ vacation days (extra per year of tenure up to 5)
• Daily breakfast, coffee, lunches; public transport reimbursement
• MacBook for work/personal use; premium hirify.global membership
• Weekly German lessons; yearly team-building trips

Hiring process

• Intro call with Talent Acquisition (30 min)
• Technical interview with Customer Happiness team (1.5h)
• Final interview with Leadership (1h)