Technical Support Representative (Enterprise & Desktop)

TL;DR

Technical Support Representative (Enterprise & Desktop): Resolving complex technical issues for business customers regarding hardware and software with an accent on Windows/Mac OS environments and connectivity technologies. Focus on troubleshooting escalated tickets, providing guidance to Tier 1 teams, and ensuring high-quality customer service for enterprise-grade peripherals.

Location: Must be based in Mexico

Company

hirify.global is a global leader in hardware and software solutions designed to empower collaboration and productivity from anywhere.

What you will do

• Troubleshoot software, connectivity, and hardware issues for enterprise customers via phone and email.
• Resolve escalated support tickets from the Tier 1 support team.
• Provide guidance to Tier 1 staff to improve ticket resolution efficiency.
• Deliver ad-hoc feedback regarding product trends and customer issues.
• Assist with related technical projects during periods of low support volume.

Requirements

• Minimum 3 years of experience in a technical support role, including at least 1 year of remote support via phone.
• Minimum 3 years of experience supporting Windows, Mac, Bluetooth, wireless, and USB products.
• Minimum 2 years of experience supporting software used with hardware.
• Fluent in English (written and spoken).
• Experience providing support for IT/office users.
• 4-year degree or equivalent professional experience.

Nice to have

• Experience with Salesforce, Oracle, or Zendesk ticketing systems.
• Knowledge of common IT office equipment and standards.
• Experience in QA or SQA testing.
• Familiarity with Confluence or Asana.

Culture & Benefits

• Comprehensive and competitive benefits packages tailored to your location.
• Supportive culture focused on physical, financial, emotional, and social well-being.
• Inclusive and diverse global work environment.
• Flexible working arrangements designed to support work-life balance.