Technical Support Product Specialist (UCaaS)

TL;DR

Technical Support Product Specialist (UCaaS): Resolving technical issues for end-users of cloud communication and collaboration solutions with an accent on VoIP routing and hardware. Focus on diagnosing complex connectivity problems, documenting product bugs, and maintaining high KPI metrics.

Location: Remote (Must be based in the United States)

Salary: $24.00 - $25.00 / hour

Company

hirify.global is a leading provider of cloud communications and collaboration technology that enables businesses to connect more effectively.

What you will do

• Resolve technical issues via phone, web-based requests, and Live Chat using desktop sharing tools.
• Identify, document, and report product bugs and trends to senior engineers.
• Identify product improvement opportunities and upsell additional hirify.global services.
• Maintain KPI metric goals while delivering a high-quality customer experience.
• Collaborate with team members to resolve active technical issues.

Requirements

• Must be based in the United States with high-speed broadband (5 mb/s upload) via a cabled Internet connection.
• 1+ years of experience in a high-volume technical support call center.
• Advanced networking skills pertaining to VoIP routing/hardware, UCaaS, and CCaaS.
• In-depth knowledge of Number Porting processes.
• Ability to communicate complex technical solutions to non-technical users.
• Availability for a three-week online training (7am - 4pm PT) and shifts between 5am – 6pm PST.

Nice to have

• Previous work-from-home technical support experience.
• Understanding of call center operations.
• College degree or equivalent experience.

Culture & Benefits

• Fully remote work-from-home environment.
• Culture built on teamwork, transparency, and mutual accountability.
• Strong track record of promoting employees from within.
• Fast-paced work environment focused on cloud technology.

Hiring process

• Application review.
• Criminal background and reference checks.
• Mandatory three-week online, instructor-led training class.