L1 Support Specialist (SAS)

TL;DR

L1 Support Specialist (SAS): Providing first-line technical support for clients and field engineers with an accent on incident diagnosis, resolution, and SLA management. Focus on maintaining high service standards in a 24/7 environment and ensuring effective communication across all support channels.

Location: Belgrade, Serbia (Onsite)

Company

hirify.global is a global leader in technology platforms for banking, retail, and restaurant industries.

What you will do

• Serve as the primary point of contact for incoming client and field engineer inquiries via phone, email, and ticketing systems.
• Diagnose and resolve technical issues remotely or escalate complex cases to higher-level support teams.
• Monitor ticket queues to ensure all SLA commitments are consistently met.
• Utilize internal knowledge systems to identify solutions and contribute insights to the team.
• Manage the full lifecycle of support issues from initial contact to final resolution.
• Proactively monitor systems to anticipate and address client needs.

Requirements

• English proficiency required
• Strong problem-solving skills and ability to remain calm under pressure.
• Excellent communication skills for interacting with clients and stakeholders.
• Must be willing to work in a 24/7 environment, including weekends.
• Must be based in or able to work from Belgrade, Serbia.

Culture & Benefits

• Opportunity to work with a global leader in technology platforms.
• Commitment to diversity, equity, and inclusion in the workplace.
• Professional environment focused on performance and individual potential.