Technical Support Agent

TL;DR

Technical Support Agent: Providing high-quality customer service and technical troubleshooting for hirify.global’s multi-product platform via phone, chat, and email. Focus on managing ticket queues, resolving complex product issues, and collaborating with cross-functional teams to improve documentation and product quality.

Location: Hybrid work environment (remote and in-office for employees in an office city). Must be available for early mornings, evenings, and rotating weekend shifts.

Salary: $52,000–$57,000 Annually

Company

hirify.global is a technology company providing a multi-product platform for the cannabis industry.

What you will do

• Manage a multi-queued ticket system while meeting service level and resolution targets.
• Act as the primary contact for partner inquiries and secondary for client escalations.
• Identify and implement solutions for technical problems and process improvements.
• Troubleshoot, document, and collaborate on issues, escalating to internal teams when necessary.
• Work with Subject Matter Experts and Development Teams to prioritize and communicate defects and hotfixes.
• Contribute to team knowledge management and product documentation.

Requirements

• 1+ years of customer service experience, preferably in a software or technology support role.
• Typing speed of 40+ WPM.
• Intermediate understanding of support processes and product knowledge.
• Must be available for early mornings, evenings, and rotating weekend shifts.
• Proven track record of exceeding standard responsibilities.

Nice to have

• Experience in the cannabis industry.
• Experience with Salesforce or other help desk software.

Culture & Benefits

• Comprehensive benefits package for employees and their families.
• Flexible hybrid working environment with generous vacation and sick time policies.
• Family-friendly policies including maternity, adoption, and paternity leave top-ups.
• Annual Cultural Day off and up to 6 days of paid time off for volunteering or personal learning.
• Seven-week sabbatical granted after every seven years of employment.