Technical Support Specialist (French Market)

TL;DR

Technical Support Specialist (SaaS/POS): Providing technical product support to EMEA customers with an accent on troubleshooting POS hardware, payment terminals, and platform configuration. Focus on resolving technical issues, managing tickets in Salesforce, and ensuring high-quality customer service in a fast-paced environment.

Location: Must reside in Heredia, Costa Rica

Company

hirify.global is a global SaaS company providing venue management software for the leisure and attractions industry.

What you will do

• Serve as the first point of contact for customers via phone, email, and ticketing systems.
• Troubleshoot technical hardware issues related to POS and payment terminals.
• Configure platform settings and consult with customers on product functionality.
• Document, track, and manage platform bugs using JIRA.
• Perform administrative duties and ensure consistency with global team processes.
• Deliver excellent customer service to ensure remarkable guest experiences.

Requirements

• Must reside in Heredia, Costa Rica
• Fluent in French (C1) and English (C1)
• 1-2 years of experience in a similar role within a SaaS or POS payments business.
• Experience using ticketing systems like Salesforce Service Cloud.
• Strong troubleshooting skills and ability to learn new tools quickly.
• Excellent organizational and time management skills.

Nice to have

• Bachelor’s degree in a related field.
• Experience troubleshooting payment systems and APIs.

Culture & Benefits

• Access to a team member assistance program for health and wellbeing.
• Individual learning and development budget.
• 4 annual hirify.global Recharge days for team rest.
• Regular social events and cause-related campaigns.
• Opportunity to work on a category-leading product in a high-growth industry.

Hiring process

• Initial call with Talent Acquisition Manager.
• Interview with Hiring Manager.
• Technical Support Assessment.
• Loop interviews with the wider team.