Customer Support Generalist (German)

TL;DR

Customer Support Generalist (German): Managing customer requests and licensing cases via the Customer Portal with an accent on timely triage and cross-departmental coordination. Focus on auditing CRM records in Salesforce and ensuring high customer satisfaction through effective referral workflows.

Location: Remote (Must be permanently located in Romania)

Company

hirify.global is a market leader in data resilience and security posture management, specializing in helping organizations secure and recover their data and AI environments.

What you will do

• Oversee the queue of General Inquiry and Licensing cases using Salesforce.
• Identify customer needs via email or phone and execute proper referral workflows.
• Coordinate with Technical, Sales, and Renewals teams to ensure timely issue resolution.
• Audit and update CRM records pertaining to customers and accounts.
• Maintain working knowledge of internal policies and personal data handling regulations.
• Meet professional performance goals and targets based on department KPIs.

Requirements

• German language proficiency is required.
• Must be permanently based in Romania.
• Previous B2B technical support experience with high-tech products.
• Knowledge of virtualization technologies including VMware vSphere and Microsoft Hyper-V.
• Proficiency in Windows OS (2008/2012), PowerShell, and basic Linux.
• Practical understanding of TCP/IP and familiarity with SQL/Oracle databases.

Nice to have

• Ability to explain complex technical information to users of varying IT backgrounds.
• Strong ownership of client issues and a desire to drive them to resolution.
• Experience with Jira and Confluence.
• Strong negotiation and active-listening skills.

Culture & Benefits

• Comprehensive private health, dental, and vision insurance for employees and dependents.
• 21 annual vacation days plus additional tenure-based days and 4 global self-care days.
• Daily meal benefits (40 RON/day) and a flexible monthly cafeteria platform (600 RON/month).
• Life insurance (2x annual gross salary), critical illness, and disability coverage.
• Professional development through LinkedIn Learning, O’Reilly, and annual Global Day of Learning.
• 24 paid volunteer hours annually through hirify.global Cares.