Technical Support Representative

TL;DR

Technical Support Representative (Hybrid): Provide initial screening of inbound technical support interactions via telephone, chat, and online helpdesk with an accent on first-call resolution, case documentation in a CRM, and escalating to technical or sales support when needed. Focus on collecting accurate customer data, troubleshooting support requests, and building basic product knowledge while working a fixed evening shift.

Company

hirify.global provides security and business performance solutions, including video surveillance, access control, intercom, and audio systems.

What you will do

• Answer inbound customer inquiries via telephone, chat, and the online helpdesk.
• Collect and confirm customer database information for each interaction.
• Open and update cases in the customer relationship management (CRM) system, documenting actions and outcomes.
• Resolve issues on the first call when possible; escalate cases to technical or sales support as needed.
• Educate customers about website information availability and develop basic product knowledge.

Requirements

• Relevant experience in a call center, customer service, or support environment, including troubleshooting calls.
• Experience working in a fast-paced environment.
• Excellent written and oral communication skills.
• Strong customer service skills, time management, and multi-tasking ability.
• Strong computer skills and Microsoft Office proficiency.
• Detail-oriented approach to handling customer interactions and case documentation.

Culture & Benefits

• Hybrid schedule: one week onsite in the office and one week remote/work from home after completing initial training and meeting KPI targets.
• Full-time onsite option available if preferred.
• Employer-offered training and tuition reimbursement.
• Health, dental, vision, and fitness/wellness programs.
• Paid parental leave and dependent care reimbursement account.
• Generous vacation benefits and a 3-week sabbatical on the 5-year anniversary (and every 5 years after), plus 401(k) with employer matching.

Hiring process

• Background checks may be required for certain roles, with applicable verifications performed during recruitment.
• Notice will be provided before any action is taken.

Location: USA - MA - Chelmsford

Salary: $53,000 annually (English only role); $56,750 annually (Bilingual - English with Spanish/Portuguese/French)