Senior Agent, Customer Service (IT Support)

TL;DR

Senior Agent, Customer Service (IT Support): Providing technical assistance and resolving customer issues for mission-critical technology systems with an accent on troubleshooting, problem-solving, and delivering concierge-level care. Focus on managing support tickets via chat, email, and MS Teams while collaborating with back-office teams to handle escalations.

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

Salary: $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 interactive solutions via chat, email, and MS Teams.
• Troubleshoot and resolve technical issues related to operating systems and software.
• Collaborate with back-office teams to manage and escalate complex technical problems.
• Maintain high standards of customer service while multitasking in a fast-paced environment.
• Participate in continuous learning programs to earn industry certifications.
• Support team members and engage with mentors to grow technical and professional skills.

Requirements

• Must have 1+ years of help desk support experience.
• Must have AZ DMV experience.
• Proficiency in Windows, Mac, or Linux operating systems.
• Strong troubleshooting and problem-solving capabilities.
• Excellent active listening and customer service skills.
• Ability to adapt communication style to meet diverse customer needs.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and disability coverage.
• Retirement benefits and paid time off.
• Access to extensive learning programs and industry certifications (Microsoft, Google, Azure).
• Discretionary annual bonus program.
• Inclusive workplace culture with dedicated employee inclusion networks.