Technical Support Analyst - Tier 1

TL;DR

Technical Support Analyst - Tier 1 (Customer Support): Managing post-sale client interactions and technical troubleshooting for US-based clients with an accent on issue resolution and client loyalty. Focus on solving semi-complex technical problems, managing community portals, and developing support standards.

Location: Hybrid in Vilnius. Working hours: 16:00 to 01:00 (Monday - Friday) to support US clients.

Salary: €1,770 - €1,900 gross per month

Company

hirify.global is a platform that helps brands manage ratings and reviews to drive consumer purchase decisions.

What you will do

• Act as the first point of contact for post-sale client interactions via email and internal escalations.
• Manage the community portal to resolve client questions and requests.
• Analyze and solve semi-complex technical problems, billing inquiries, and ROI reporting with limited oversight.
• Maintain client loyalty by consistently exceeding service expectations.
• Develop and write standards and guidelines to improve support scalability and quality.
• Collaborate with other departments to educate them on tools and processes for client request resolution.

Requirements

• English: C1 (Advanced business level) is required.
• Exceptional communication skills gained from B2B (preferred) or B2C customer-facing experience.
• Strong passion for delivering exceptional customer service and exceeding expectations.
• Ability to prioritize multiple tasks in a dynamic, fast-paced environment.
• Willingness to learn and grow within a technical support environment (deep technical expertise not required at start).

Culture & Benefits

• Competitive base salary with an additional night hours bonus.
• Opportunity for professional growth within a technical environment.
• Hybrid work model providing a balance between office and remote work.
• Dynamic work environment focused on client success and exceptional service.