Technical Support Specialist - L1 (POS)

TL;DR

Technical Support Specialist - L1 (POS): Providing first-line technical support for hirify.global POS systems, hardware, software, and related customer environments with an accent on structured troubleshooting, incident ownership, and customer communication. Focus on diagnosing root causes, resolving business-critical issues, escalating complex incidents, and improving knowledge resources in a shift-based support operation.

Location: Belgrade, Serbia; onsite position with shift rotation

Company

hirify.global provides unified commerce, payment, and technology solutions for retail, hospitality, financial, and cloud environments.

What you will do

• Provide Level 1 technical support for POS systems, hardware, software, and related equipment.
• Troubleshoot customer issues through phone, email, chat, and remote support tools.
• Diagnose root causes, resolve incidents, verify solutions, and escalate complex issues when necessary.
• Manage incidents from initial contact through resolution and maintain accurate records in incident management systems.
• Review recurring issues, create and update knowledge articles, and contribute to process improvements.
• Collaborate with internal support teams, participate in training, and assist with quality monitoring.

Requirements

• Strong problem-solving and analytical skills.
• Ability to troubleshoot technical issues in a structured and logical way.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Willingness to learn new technologies, systems, and tools.
• Availability for onsite work in Belgrade with shift rotation

Culture & Benefits

• Continuous learning, coaching, and professional development opportunities.
• Exposure to global customers and industry-leading technology solutions.
• Collaborative environment focused on innovation, growth, and customer success.
• Knowledge sharing and active participation in team activities.