Technical Support Analyst (Audit & Assurance)

TL;DR

Technical Support Analyst (Audit & Assurance): Resolving complex technical issues for professional software solutions with an accent on troubleshooting, product installation, and root cause analysis. Focus on maintaining high customer satisfaction, documenting support cases, and collaborating across departments to improve operational efficiency.

Location: Must be based in or able to commute to London, UK (Hybrid)

Company

hirify.global is a global provider of professional software and information solutions for leading professionals.

What you will do

• Handle escalated technical support inquiries and perform intermediate-level troubleshooting.
• Guide customers through product installation and setup processes.
• Document support interactions with detailed notes and maintain internal knowledge bases.
• Collaborate with cross-functional teams to resolve intersecting technical issues.
• Conduct root cause analysis to identify and mitigate recurring technical problems.
• Participate in training new support specialists and create helpful support content.

Requirements

• Proven experience in intermediate-level technical troubleshooting and problem resolution.
• Strong ability to document support interactions and maintain technical documentation.
• Effective communication skills for managing customer expectations and resolution status.
• Ability to work effectively in a collaborative, cross-departmental environment.
• Must be able to work in a hybrid capacity at the London office.

Culture & Benefits

• Opportunity to work in a dynamic global technology environment.
• Focus on professional development and advancing technical support skills.
• Commitment to diversity, equity, and inclusion in the workplace.
• Collaborative team culture focused on making a professional impact.

Hiring process

• Interviews are conducted to assess individual skills and communication style.
• Candidates must participate without the assistance of AI tools or external prompts.
• In-person interviews may be required at the office.