Technical Support Representative

TL;DR

Technical Support Representative (SaaS/AI): Delivering high-quality technical support for a conversation-centric platform with an accent on troubleshooting hardware, software, and networking issues. Focus on leveraging AI tools to streamline workflows, resolve customer requests, and ensure exceptional service delivery in a fast-paced environment.

Location: Must be based in or able to work onsite in Guadalajara, Mexico (Zapopan office).

Company

hirify.global is a global leader in customer experience and team collaboration software, providing an AI-powered platform trusted by over 100,000 businesses.

What you will do

• Troubleshoot and resolve customer issues across hardware, software, and networking systems.
• Communicate clearly and professionally to ensure positive and productive customer interactions.
• Document all customer interactions, issues, and resolutions with high accuracy.
• Maintain and update systems to ensure optimal performance for customers.
• Leverage AI tools like ChatGPT or Copilot to summarize interactions and improve response quality.
• Take full ownership of customer issues until final resolution while meeting performance metrics.

Requirements

• 2+ years of customer service experience, preferably in technical support or help desk.
• Advanced English fluency (spoken and written) is required.
• Working knowledge of PC and Mac operating systems and Microsoft Office.
• Strong troubleshooting and analytical skills with a solution-oriented mindset.
• Curiosity and willingness to experiment with AI and automation tools.
• Ability to work onsite five days per week in Guadalajara.

Culture & Benefits

• Comprehensive health insurance including vision and dental for you and your family.
• Life insurance coverage.
• Generous vacation and personal day policy.
• Financial benefits including Christmas bonus, vacation premium, and matched savings fund.
• Access to ongoing learning, development, and career advancement opportunities.
• Supportive, high-energy team environment focused on continuous improvement.