Service Desk Analyst (Supply Chain)

TL;DR

Service Desk Analyst (Supply Chain): Providing Tier 1 technical and functional support for supply chain software products with an accent on troubleshooting and customer satisfaction. Focus on resolving software issues via phone and ticketing systems, triaging cases, and maintaining high SLA targets.

Location: Remote (Spain)

Company

hirify.global is a leader in supply chain software solutions helping organizations streamline operations, reduce costs, and improve efficiency.

What you will do

• Provide Tier 1 functional and technical support via phone and ticketing systems, documenting all issue details.
• Troubleshoot software-related issues and resolve cases based on runbooks and established policies.
• Assess, triage, and route cases to appropriate teams, escalating based on severity.
• Maintain clear communication with customers and internal teams to meet SLA targets and high CSAT.
• Handle critical cases and contribute to the improvement of Tier 1 service documentation.

Requirements

• 0–1 year of technical customer support experience.
• Fluent in English.
• Must be based in Spain.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to multitask and prioritize effectively in a collaborative environment.

Nice to have

• Experience with supply chain software, such as WMS or order/inventory management.
• Knowledge of SQL/Oracle databases, including queries and stored procedures.
• Experience with operating systems and RF hardware.
• Familiarity with labeling software (e.g., Bartender) or voice solutions (e.g., Honeywell).
• Experience with ServiceNow or similar ticketing systems.

Culture & Benefits

• Inclusive and welcoming work environment committed to equal opportunity for all.
• Supportive culture that equips employees with tools and opportunities for professional growth.
• Collaborative atmosphere focused on innovation and making supply chains better.