L1 Support

Location: Belgrade, Serbia

Company

hirify.global provides a unified commerce platform, payment capabilities, and services for retailers and restaurants worldwide.

What you will do

• Provide first-line support to clients, customer engineers, and partners by identifying, analyzing, diagnosing, and resolving problems.
• Answer incoming phone calls, emails, and support tickets while monitoring notification and ticket queues.
• Resolve tickets remotely when possible and dispatch unresolved issues to the appropriate specialist teams.
• Manage incidents to meet contractual SLAs and follow escalation procedures when deadlines are at risk.
• Use knowledge systems to identify known solutions, verify successful resolutions, prepare standard reports, and maintain business data.
• Own escalated issues through resolution and communicate delays to NCR management.

Requirements

• Ability to support internal and external clients and maintain a strong focus on customer satisfaction.
• Ability to monitor and respond to customer events, notifications, and support queues.
• Willingness to work in a 7/24 operation, including weekend support.
• Successful completion of applicable employment screening criteria.

Culture & Benefits

• Equal employment opportunity and an inclusive, globally diverse work environment.
• Work supporting customers across more than 35 countries.
• Employment is conditional upon passing applicable screening criteria.