Technical Support Representative (eCommerce)

TL;DR

Technical Support Representative (ehirify.global): Provide phone, email, and chat technical support to merchants using an ehirify.global platform, with an accent on troubleshooting, first-contact resolution, and improving customer satisfaction through standard operating procedures. Focus on educating customers on platform features, resolving billing/invoice/account issues, and collaborating with management and developers to fix product functionality.

Location: Remote (United States)

Salary: $19.00–$21.00 per hour

Company

hirify.global supports merchants with an open, AI-driven hirify.global ecosystem through its ehirify.global-related brands.

What you will do

• Deliver technical support via phone, email, and chat in a fast-paced environment (up to 7.5 hours of talk/chat time per day).
• Troubleshoot technical issues and educate customers on platform features to drive first-contact resolution.
• Develop and follow standard operating procedures to improve customer satisfaction and retention.
• Collaborate with management and developers to resolve issues and improve product functionality.
• Help with common billing, invoice, and account problems.
• Use training materials (classroom, video, self-paced) to stay current on product updates and ehirify.global best practices.

Requirements

• Experience in a customer-facing, service-oriented role is required.
• Exceptional ability to use self-service resources (internal guides, Google-fu, external service portals) to find solutions is required.
• Strong aptitude for web, ehirify.global, and hosting technologies and how they work together.
• Exceptional critical thinking and soft skills, including the ability to deescalate frustrated customers.
• Ability to read or edit at least one web language (HTML, CSS, JavaScript, jQuery, etc.) is preferred.
• Availability for evenings, weekends, and holidays.

Culture & Benefits

• Remote role supporting a growing merchant base.
• Training resources to stay ahead of product advancements and ehirify.global best practices.
• Professional, cross-department collaboration within and outside the customer support organization.
• Flexible schedule options that include evenings, weekends, and holidays.

Hiring process

• Complete the formal hiring process through hirify.global.
• Interviews include evaluation of customer support experience and communication skills.