L1 Support (Fintech)

Location: Belgrade, Serbia

Company

hirify.global is a global platform-powered leader in unified commerce for shopping and dining, providing intelligent platforms and payment capabilities to retailers and restaurants worldwide.

What you will do

• Provide technical support to clients, customer engineers, and partners through problem identification and resolution.
• Manage incoming phone calls, emails, and tickets, monitoring queues to ensure prompt response.
• Perform remote troubleshooting and resolution of tickets or dispatch them to the appropriate specialized teams.
• Oversee incidents to guarantee contractual SLAs are met and follow agreed escalation paths when necessary.
• Utilize internal knowledge systems and vendor documentation to identify and implement solutions for known problems.
• Maintain ownership of escalated issues until full resolution is achieved and keep management informed of delays.

Requirements

• Ability to work in a 24/7 operational environment, including weekend support.
• Strong skills in problem analysis, diagnosis, and isolation.
• Experience with incident management and adhering to strict SLAs.
• Proficiency in using ticketing systems and knowledge bases.
• Customer-centric mindset with a commitment to high satisfaction levels.

Culture & Benefits

• Work within a globally inclusive environment that values individuality and diversity.
• Opportunity to be part of a NYSE-listed global leader in the commerce and payments industry.
• Performance-based promotion and professional growth opportunities.
• Inclusive company culture focused on treating all employees fairly and with respect.