Technical Support Specialist I

TL;DR

Technical Support Specialist I: Provide first-line technical support to hirify.global customers by troubleshooting software and hardware issues, resolving inquiries, and documenting solutions with an accent on CRM-based case management, escalation ownership, and customer guidance. Focus on diagnosing installation/configuration problems, maintaining product and industry knowledge, and improving support efficiency through knowledge base updates.

Location: Fully remote for employees outside the Greater Rochester, NY area; employees within Greater Rochester, NY may work remotely with occasional in-office attendance as business needs require.

Salary: $50,000.00–$60,000.00 annually

Company

hirify.global provides technical products and services supported by a customer support function.

What you will do

• Serve as the primary point of contact for customer technical support requests via phone, email, and other support channels.
• Troubleshoot software, hardware, installation, and configuration issues; diagnose problems and drive timely resolution.
• Document customer interactions, troubleshooting steps, and resolutions in the CRM system; escalate complex issues while maintaining ownership.
• Provide guidance on product functionality, postal requirements, and industry best practices.
• Monitor and respond to customer inquiries through community forums and other support channels.
• Submit product enhancement requests and defect reports based on customer feedback and support trends; maintain knowledge base articles and internal documentation.

Requirements

• Associate degree in Information Technology, Computer Science, or a related technical field preferred (or equivalent education/training/experience).
• Strong troubleshooting and problem-solving skills to diagnose and resolve technical issues.
• Excellent written and verbal communication skills to explain technical concepts to users with varying technical knowledge.
• Strong customer service orientation with a professional, patient, and positive approach.
• Proficiency with Microsoft Windows operating systems required.
• Ability to learn new technologies, software applications, and industry regulations quickly; experience with Linux/Unix, Microsoft Office, networking concepts, databases, printers, and CRM systems is preferred.

Culture & Benefits

• Fully remote work available for employees outside the Greater Rochester, NY area.
• Occasional in-office attendance for employees in the Greater Rochester area as business needs require.
• Full-time, non-exempt role with a rotating schedule between 8:00 AM and 6:00 PM (M–F); evening and weekend hours may be required as duties demand.
• No supervisory responsibilities.