Technical Support Specialist - Government

Location: Illinois, United States; hybrid. The role requires a Monday-Friday 9-hour shift scheduled between 7am and 7pm Central US Time, with onboarding hours of 8am-5pm CST for the first three months. Travel up to 10% is required.

Salary: $54,000-$80,000 per year, plus annual performance bonus and long-term incentives.

Company

hirify.global develops software products, including the hirify.globalOne Government product.

What you will do

• Diagnose, troubleshoot, repair, and debug complex software and networked-system issues for technical and non-technical customers.
• Respond to client questions, problems, and service requests through phone and email.
• Create, categorize, update, escalate, transition, and resolve support tickets while maintaining accurate Salesforce records.
• Use SQL applications and tools to run basic queries and develop expertise in company products and services.
• Monitor open tickets, contact customers, meet service-level agreements, and achieve customer-support metrics.
• Partner with senior team members and other teams to resolve incidents and communicate important issues to management.

Requirements

• U.S. citizenship is required.
• Public Trust clearance must be obtained within the timeline defined by management. The clearance process may include federal background screening.
• Customer support experience, including direct client contact as a primary contact or lead through phone and email.
• Experience troubleshooting complex issues and providing client-focused support.
• Experience with SQL and the Windows platform.
• Flexibility to work 9-hour Monday-Friday shifts within 7am-7pm CST, including possible early, late, or on-call schedules.

Culture & Benefits

• Full-time employment with competitive, fair, and equitable compensation practices.
• Annual performance bonus and long-term incentives are included in total compensation.
• Work is organized around documented procedures, service-level agreements, and consistent customer-service standards.
• Opportunities to develop new technical skills, including SQL applications and tools.