Tier 1 Tech Support Representative (VoIP)

TL;DR

Tier 1 Tech Support Representative (VoIP): Providing first-line technical support for VoIP telephony systems with an accent on troubleshooting software, hardware, networking, and remote desktop issues. Focus on delivering excellent customer service, monitoring networks, and resolving basic routing and cybersecurity concerns.

Location: Hybrid position in Zone 4, Guatemala. Must be able to work a flexible schedule and in hybrid modality.

Company

hirify.global, part of IDT Corporation, offers VoIP communication services with US support focus.

What you will do

• Handle Tier 1 technical support for VoIP customers including onboarding, billing, and customer success.
• Troubleshoot software, hardware, networking, and remote desktop issues using tools like TeamViewer or AnyDesk.
• Monitor networks, apply basic routing fundamentals, and ensure cybersecurity awareness.
• Provide strong communication and customer service during support interactions.

Requirements

• Minimum 85% English proficiency (written and verbal)
• Must be able to work hybrid in Zone 4, Guatemala, with morning schedule (5:00 am – 2:30 pm, Friday & Saturday off)
• High School Diploma
• Strong communication and customer service skills
• Basic knowledge of software/hardware troubleshooting
• Basic understanding of networking, Linux, and network monitoring
• 1 year of experience in tech support or similar (preferred)

Nice to have

• CCNA knowledge
• Experience with telephone systems/PBX

Culture & Benefits

• Parking subsidy
• Life and medical insurance
• Growth opportunities in a dynamic team
• All legal benefits (Bono 14, Aguinaldo, IGSS, IRTRA, vacations)