Customer Support Agent (Help Desk)

TL;DR

Customer Support Agent (Help Desk): Providing technical assistance and resolving hardware and software issues for banking and retail clients with an accent on incident tracking and SLA management. Focus on troubleshooting recurring faults, coordinating on-site technician appointments, and maintaining high service standards in a 24/7 operational environment.

Location: Must be based in Belgrade, Serbia

Company

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

What you will do

• Provide technical support to clients regarding hardware and software issues.
• Resolve recurring or standard problems by applying troubleshooting checklists.
• Coordinate with internal and 3rd party technicians to manage on-site repairs.
• Track incidents and review history to identify and report on performance trends.
• Update work orders and distribute workload to ensure SLA compliance.
• Participate in product training and respond to escalated support calls.

Requirements

• Must be based in Belgrade, Serbia
• Availability for 24/7 operations including weekend rotation
• Basic PC literacy and proficiency with Windows-based applications
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• High school diploma

Culture & Benefits

• Opportunity to work with a global leader in technology platforms.
• Exposure to diverse enterprise-level hardware and software environments.
• Commitment to diversity and equal employment opportunity.
• Professional development through product and customer base training.