Service Desk Agent L1 (Customer Support)

TL;DR

Service Desk Agent L1 (Customer Support): Resolving recurring or standard hardware and software problems for clients and technicians with an accent on technical support and incident tracking. Focus on installing, configuring, and updating equipment while ensuring strict adherence to SLAs.

Location: Belgrade, Serbia / Global

Company

hirify.global is a global platform-powered leader in unified commerce for shopping and dining, providing end-to-end payments capabilities and services.

What you will do

• Resolve recurring or standard hardware and software problems for customers and third-party vendor technicians.
• Provide daily and weekly incident tracking reports to monitor and report on performance.
• Assist clients with the installation, configuration, and updating of hardware and software.
• Manage work orders, provide status updates, and allocate engineer appointment times.
• Distribute workload to meet established SLAs and respond to escalated calls.
• Apply troubleshooting checklists and diagnostic tools to implement remote fixes.

Requirements

• Basic PC literacy and keyboard proficiency.
• Understanding of Windows-based applications and tools.
• Strong problem-solving and analytical skills.
• Excellent verbal, written, and listening communication skills.
• High school diploma.

Culture & Benefits

• Commitment to equal employment opportunity and global inclusivity.
• Environment where individuals are recognized for their individuality and promoted based on performance.
• Support for a globally diverse work environment.