Customer Support Specialist (L1 Support) (IT Support)

TL;DR

Customer Support Specialist (L1 Support) (IT Support): Providing first-level technical assistance and troubleshooting for customers of visualization and manufacturing software with an accent on hardware, network, and server-related issues. Focus on resolving tickets via Zendesk, documenting solutions, and escalating complex technical problems.

Location: Hybrid in São Paulo, Brazil

Company

hirify.global is a global provider of specialized visualization, sales, and manufacturing software for the retail and design industries.

What you will do

• Provide comprehensive technical support via phone, email, and remote access.
• Troubleshoot hardware, IT server, and network-related issues.
• Manage and resolve support tickets within Zendesk.
• Document solutions and report product errors in English.
• Collaborate with the team to share knowledge and report issues to the Team Leader.

Requirements

• Bachelor's degree in IT or a related field (ongoing or completed).
• Proven experience in customer service and remote support tools.
• Proficiency with CRM or ticketing systems, preferably Zendesk.
• Fluent English proficiency.
• Strong interpersonal skills and professional telephone etiquette.

Culture & Benefits

• Medical and dental health plans and life insurance.
• Meal and restaurant allowances (Alelo Tudo).
• Maternity and paternity extension leave.
• Education platforms, training funding, and education allowance.
• Annual profit sharing program.
• Wellness perks including Gympass and Zenklub.