Technical Support Associate (VoIP)

TL;DR

Technical Support Associate (VoIP): Providing first-line support for end customers across billing, order management, and technical queries with an accent on first-contact resolution and troubleshooting. Focus on diagnosing technical issues, managing support cases via Salesforce and Jira, and empowering users through self-service tools.

Location: Hybrid, 3 days per week on-site at the Cluj, Romania office

Company

hirify.global is a global provider of CX and unified communications solutions that empower businesses to connect with customers and teams more effectively.

What you will do

• Engage customers via phone, chat, web, and email using case management tools like Salesforce and Jira.
• Resolve a wide range of queries, including billing, order management, and technical issues, following first-contact resolution principles.
• Perform configuration reviews, fault isolation, and root cause analysis for technical issues using screen-sharing technology.
• Set up new user accounts and profiles in coordination with internal teams.
• Collaborate with senior engineers on escalated tickets and manage third-party vendors.
• Improve and structure knowledge articles within the resolution workflow using KCS methodology.

Requirements

• Must be based in or be able to work from Cluj, Romania to satisfy the hybrid office requirement.
• Good written and spoken English with high attention to detail.
• Foundation of basic troubleshooting knowledge and prior experience in customer-facing support roles.
• Awareness of IP telephony (VoIP) and unified communications.
• Strong analytical and problem-solving skills with the ability to multitask under SLAs.

Nice to have

• Interest in AI tools and a willingness to adopt AI-powered solutions in daily workflows.

Culture & Benefits

• Professional growth opportunities within a fast-moving technology company.
• Commitment to equal employment opportunities (EEO).
• Standard working hours: 10:00-19:00, Monday to Friday.