Ensure Support Concierge Representative

TL;DR

Ensure Support Concierge Representative (Technical Support): Provide first-line customer support for technical issues across multiple product lines with an accent on troubleshooting, guiding customers through solutions, and accurately documenting and escalating cases to Tier 2 when needed. Focus on resolving problems for Sentrics life safety equipment with an emphasis on network fundamentals, installation/configuration, and strong communication via phone, email, and video.

Location: Eastern Time

Company

hirify.global provides customer support staffing for clients using life safety equipment.

What you will do

• Handle incoming customer support requests via phone, email, and other support channels as the first point of contact.
• Troubleshoot technical issues for Sentrics life safety equipment across all product lines.
• Guide customers through step-by-step actions to resolve problems and walk through hardware/software configuration when applicable.
• Install and configure hardware and software for customer needs.
• Document support activities and triage/escalate issues to Tier 2 when necessary.
• Use Microsoft Office Suite and Microsoft Teams (or similar tools) and learn new systems as required.

Requirements

• High school diploma or equivalent.
• At least 2 years of related experience in technical support or a technology-based background.
• At least 2 years of experience handling US-based clients/accounts (voice) with excellent customer service.
• Basic knowledge of Python or light scripting/coding experience (reading, understanding, or modifying simple scripts).
• Strong understanding of networking fundamentals.
• Ability to communicate effectively via phone, video conferencing, and email throughout the workday.

Nice to have

• Associate’s degree.
• Experience with Real Time Location & assisted living nurse call systems (e.g., Ecall, location tracking equipment, sensor data).

Culture & Benefits

• Customer-first role focused on exceptional service while troubleshooting technical issues.
• Independent and team-based work with strong documentation and attention to detail.
• Structured escalation path to Tier 2 for issues that require deeper support.
• Time management expectations aligned to Eastern Time work schedule.

Hiring process

• Recruitment and placement coordinated through hirify.global.
• Support continues after placement to ensure a smooth transition.