Technical Customer Support, Senior

Location: Penang, Malaysia; hybrid work

Company

hirify.global develops smart solutions that help organizations, employees, customers, and partners address operational challenges.

What you will do

• Provide advanced technical support and solutions for escalated customer issues across communication channels.
• Analyze customer interactions and feedback to identify trends, improve service processes, and recommend enhancements.
• Collaborate with engineering, product management, internal stakeholders, and external partners to resolve complex technical challenges.
• Document technical resolutions and create knowledge base articles.
• Use data analytics tools to assess support center performance and customer satisfaction.
• Train and mentor junior team members while tracking industry trends, emerging technologies, and competitor benchmarks.

Requirements

• High school education or equivalent vocational qualification or experience.
• 2–5 years of relevant experience.
• Advanced understanding of networking, cloud computing, and software troubleshooting.
• Experience with AI-driven tools such as machine learning-based diagnostic systems, virtual assistants, or predictive maintenance solutions.
• Strong customer service, escalation management, problem-solving, verbal communication, and written communication skills.
• Ability to train, mentor, and support less experienced team members.

Nice to have

• Bachelor’s degree or equivalent vocational qualification or experience.

Culture & Benefits

• Hybrid work and adaptable hours.
• Summer Flex Fridays and Focus Fridays.
• Annual companywide well-being day.
• Collaborative environment focused on learning, innovation, and employee well-being.