Customer Support Professional

Location: London, England, United Kingdom; Workplace: Hybrid

Company

hirify.global develops Legal-Grade AI software for enterprise customers and is focused on transforming the legal profession.

What you will do

• Act as the first point of contact for technical support queries through phone and Intercom.
• Diagnose and resolve straightforward technical issues promptly.
• Triage complex incidents, document them accurately, and escalate them to the appropriate teams.
• Provide timely customer updates, clear responses, and expected next steps throughout each request.
• Maintain accurate records of incidents, resolutions, and communications in the support system.
• Collaborate with second- and third-line teams and contribute to improvements in support procedures.

Requirements

• Strong problem-solving skills and the ability to assess and resolve common technical issues.
• Excellent written and verbal communication skills.
• Customer-first mindset with a focus on clarity and responsiveness.
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Basic understanding of IT systems, networks, or software support.
• Service desk or support experience is beneficial but not essential.

Nice to have

• Experience with Intercom.
• Experience working in a service desk or support environment.

Culture & Benefits

• Proactive, solution-oriented, and calm approach to customer support.
• Detail-focused and organised working style.
• Collaborative environment with opportunities to learn and develop.