Associate Tech Support Specialist (Software)

TL;DR

Associate Tech Support Specialist (Customer Support): Providing Tier 1 technical support for software, hardware, and mobile applications with an accent on troubleshooting, case management, and customer guidance. Focus on resolving issues of moderate complexity, documenting resolutions in CRM systems, and escalating defects to Tier 2 support.

Location: Virtual Mexico

Company

hirify.global is a global provider of data-driven software solutions for the automotive and insurance industries.

What you will do

• Provide phone, email, and ticket-based technical support for software, hardware, and mobile applications.
• Troubleshoot and resolve customer issues using standard methodologies and defined processes.
• Document all cases, actions, and resolutions accurately in CRM or ticketing systems.
• Prioritize, manage, and close assigned cases within defined service levels.
• Escalate unresolved issues or system defects to Tier 2 support with detailed documentation.
• Identify recurring issues and report trends related to software or hardware performance.

Requirements

• Must be based in Mexico
• Bachelor’s degree in Computer Science, Information Systems, or a related field is preferred.
• 1 to 2 years of experience in technical support, IT support, or customer service.
• Basic knowledge of operating systems, software applications, and troubleshooting processes.
• Fluent in English
• Ability to manage multiple tasks in a fast-paced environment with strong organizational skills.

Nice to have

• Familiarity with databases and general system architecture concepts.
• Experience with CRM or ticketing systems.

Culture & Benefits

• Flexible scheduling to support 24/7 operations.
• Opportunity for recent graduates and early career candidates to grow within the company.
• Collaborative environment involving cross-functional technical issue resolution.