Customer Support Consultant

TL;DR

Customer Support Consultant: Handling inbound customer inquiries and providing on-call support with an accent on troubleshooting hardware-related issues using outdoor camera equipment and escalating complex cases to the internal L2 Support Team. Focus on accurate case documentation, secure handling of sensitive customer data, and maintaining KPI-driven customer satisfaction while working night shift hours (CET).

Location: Home office (remote)

Company

hirify.global provides Support-as-a-Service for SaaS, software, and hardware clients across multiple countries.

What you will do

• Handle inbound customer inquiries (about 18–20 tickets) during designated evening shift hours (COT)
• Provide on-call support by responding to calls and chats as they come in
• Document cases clearly and escalate complex issues to the internal L2 Support Team
• Troubleshoot hardware-related issues for customers using outdoor camera equipment
• Follow internal procedures and SOPs while handling sensitive customer data securely
• Collaborate with developers and cross-functional specialists to resolve issues efficiently

Requirements

• German and English fluency (C1 or higher), both spoken and written
• At least 6–12 months of experience in customer support
• Availability to work night shift hours (CET) on a consistent schedule
• Comfort working under a per-ticket compensation model
• Strong analytical thinking and research skills
• Personal computer with at least 8GB RAM and stable internet (minimum 50 Mbps download / 40 Mbps upload)

Culture & Benefits

• Fixed schedule and balance between workload and personal time
• Opportunity to cooperate fully remotely
• Inclusive international environment with People First management
• Compensation in USD per ticket and rewards for referring friends
• No time-tracking requirements; trust-based culture
• Support for self-development (Greenhouse conditions)

Hiring process

• Send a CV in English
• Evaluation based on language proficiency, customer support experience, and ability to work CET night shifts