L1 Parchment Support Engineer

TL;DR

L1 Parchment Support Engineer (EdTech): Providing primary technical and policy support for learners and consumers with an accent on troubleshooting issues across phone, chat, and webcase channels. Focus on delivering empathic, accurate resolutions while managing high-volume inquiries and maintaining system compliance.

Location: Budapest, Hungary (Hybrid)

Company

hirify.global creates intuitive products that simplify learning and personal development to inspire success in education and careers.

What you will do

• Serve as the first point of contact for consumer inquiries via phone, live chat, and support tickets.
• Explain complex policies, procedures, and technical steps with empathy and clarity.
• Troubleshoot user issues and guide customers through electronic systems.
• Review and evaluate applications for completeness and compliance.
• Manage client inquiries efficiently using a web-based ticketing system.
• Collaborate with team members to resolve issues and share best practices.

Requirements

• Strong customer service background in high-volume support environments.
• Excellent communication and active listening abilities.
• Experience troubleshooting hardware and software issues.
• Strong organizational and time management skills.
• Ability to work both independently and collaboratively.
• Comfortable using remote tools and virtual collaboration platforms.

Nice to have

• Experience supporting students or working in higher education.
• Familiarity with Salesforce products and virtual telephony systems.
• Experience using Microsoft Office and Google Workspace.

Culture & Benefits

• Competitive compensation and employee ownership program.
• Flexible work culture with hybrid collaboration spaces.
• Generous time off, including local holidays and an annual recharge period.
• Comprehensive wellness programs and mental health support.
• Learning and development resources, including tuition reimbursement.
• Motivosity employee recognition program.

Hiring process

• Background check required for all employees.
• Identity verification measures to protect teams and systems.