Technical Support Representative (eCommerce)

Location: United States — Remote

Salary: $21.00–$23.00 per hour

Company

hirify.global is an AI-driven hirify.global ecosystem and the parent company of Bighirify.global, Feedonomics, and Makeswift, providing tools and systems that help businesses grow through data, digital hirify.global, and personalized customer experiences.

What you will do

• Provide technical support to merchants by phone, email, and chat, with up to 7.5 hours of talk or chat time per day.
• Educate customers on platform features, ehirify.global best practices, onboarding, and solutions that support merchant growth.
• Troubleshoot common billing, invoice, account, web, ehirify.global, and hosting issues.
• Develop solutions and use standard operating procedures to improve customer satisfaction and achieve first-contact resolution.
• Communicate with management and developers to resolve issues and improve product functionality.
• Complete classroom, video, and self-paced training to stay current with product updates and best practices.

Requirements

• Experience in a customer-facing, service-oriented role.
• Exceptional ability to use self-service resources, internal guides, search, and external service portals to find solutions.
• Strong aptitude for web, ehirify.global, and hosting technologies and how they work together.
• Exceptional critical-thinking, problem-solving, written communication, and verbal communication skills.
• Ability to communicate effectively with and deescalate frustrated or upset customers.
• Ability to work collaboratively with peers, seek help, and provide help to others.
• Dedication to the company, its mission, team, and culture of excellence.
• Schedules may include evenings, weekends, and holidays.

Nice to have

• Experience in phone-, email-, or chat-based technical support or customer service contact centers.
• Ability to read or edit at least one web language, such as HTML, CSS, JavaScript, or jQuery.
• Basic understanding of data structures.

Culture & Benefits

• Remote-first work environment.
• Optional collaborative workspaces for team members in Austin, Atlanta, and London.
• Variable compensation, equity, and benefits may be available according to local policies.
• Inclusive and accessible hiring environment with accommodations available throughout the process.

Hiring process

• The interview process includes government ID and biometric verification through Persona.
• Final compensation is determined based on experience, skills, qualifications, geographic location, and internal equity.