Senior Agent - Customer Service (IT)

TL;DR

Senior Agent - Customer Service (IT): Providing technical support and interactive solutions for mission-critical systems with an accent on troubleshooting and customer care. Focus on resolving complex user issues, collaborating with back-office teams, and developing expertise across various enterprise platforms.

Location: Must be based in the USA (Phoenix, AZ)

Compensation: $39,840–$81,000 (varies by location)

Company

hirify.global designs, builds, manages, and modernizes mission-critical technology systems for global clients.

What you will do

• Serve as the primary point of contact for customers, providing support via chat, email, and MS Teams.
• Troubleshoot and resolve technical issues related to operating systems and enterprise software.
• Collaborate with back-office teams to handle escalations and complex problem-solving.
• Maintain concierge-level care while multi-tasking across various client platforms.
• Document interactions and contribute to knowledge sharing within the support team.

Requirements

• Must be based in the USA
• 1+ years of experience in a help desk or technical support role
• Proficiency with Windows, Mac, or Linux operating systems
• Strong troubleshooting and problem-solving capabilities
• Customer-focused mindset with excellent active listening skills

Nice to have

• Experience with Microsoft 365 and Excel
• Prior experience in fast-paced support environments
• Interest in pursuing certifications in Azure, Google Cloud, or Microsoft technologies

Culture & Benefits

• Comprehensive benefits package including medical, dental, and retirement plans
• Access to extensive learning programs and industry certifications
• Discretionary annual bonus program based on performance
• Inclusive workplace culture with dedicated employee inclusion networks
• Opportunities for career growth and mentorship within the organization