Customer Care Specialist I

Location: Manila, with a hybrid setup requiring 2 days in the Taguig City office and 3 days remote. Night shift covering the US timezone.

Company

hirify.global develops technology and collaborative tools for creators in film, television, news, sports, music, and live entertainment.

What you will do

• Support end users and administrators with activation, registration, licensing, entitlement, and product management services across hirify.global product lines.
• Own customer cases from initial contact through resolution, maintaining accurate documentation and timely communication.
• Triage calls and web-based, chat, and phone inquiries; create, categorize, route, and escalate cases according to support standards.
• Troubleshoot licensing and activation issues, including remote troubleshooting sessions using remote desktop applications.
• Coordinate with Webstore Support, Technical Support, and other internal groups to resolve customer issues.
• Share feature requests, workarounds, emerging failure trends, and knowledge base content with the support team.

Requirements

• 1–2 years of experience as a Customer Support agent; Helpdesk Support experience is preferred.
• Strong computer skills, basic troubleshooting ability, and familiarity with software license management.
• Experience with remote desktop tools is required; helpdesk software and remote support tools are advantageous.
• Fluent English communication skills in written and verbal interactions.
• At least two years of undergraduate college education.
• Willingness to work a shifting schedule and demonstrate strong communication, problem-solving, multitasking, and escalation skills.

Culture & Benefits

• Global, collaborative work environment focused on innovation and growth.
• Hybrid work model supporting work-life balance.
• Development programs, mentoring, and opportunities for career growth.
• Health and life insurance, referral rewards, and generous leave policies.
• Inclusive workplace committed to equal opportunity and diversity.