Inbound Technical Support Tier 1 Representative

Location: Permanent work from home; Monday–Friday, 8:00 AM–5:00 PM ET, with a one-hour break. Weekend schedules may be assigned.

Company

hirify.global offers independent contractor opportunities supporting client operations.

What you will do

• Answer inbound calls as the first point of contact for technical support.
• Gather preliminary information, screen customer issues, and route cases to the appropriate department or support tier.
• Document call details and update case records in Salesforce or internal CRM systems.
• Follow call-handling, troubleshooting, and escalation procedures while maintaining a professional customer experience.
• Coordinate case handoffs with internal teams using Microsoft Teams, Outlook, or similar tools.
• Assist with equipment ordering through NetSuite and prepare technician dispatch forms through DocuSign when applicable.

Requirements

• 2–3 years of customer service or call center experience.
• Experience working with US-based customers or clients.
• Excellent verbal and written communication skills.
• Strong documentation, issue-screening, and call-routing abilities.
• Basic technical literacy, attention to detail, and the ability to remain calm under pressure.
• Stable internet connection and a quiet, professional workspace required.

Nice to have

• Experience with Salesforce or similar CRM systems.
• Familiarity with Microsoft Teams and Outlook.
• General knowledge of TV systems, routers, modems, and connectivity concepts.
• Technical customer support or remote-work experience.

Culture & Benefits

• Permanent work-from-home arrangement.
• Independent contractor engagement.
• Health insurance coverage for eligible locations.
• Full-time schedule of at least 35 hours per week.
• Immediate hiring process.

Hiring process

• Complete the application, assessment questions, technical check, and voice recording.
• Hourly pay is established based on performance during the application process.