L2 Support - Spanish Speaker

Location: Belgrade, Serbia

Company

hirify.global is a global commerce technology company providing unified commerce platforms, payment capabilities, and services for retailers and restaurants in more than 35 countries.

What you will do

• Provide Level 1 technical troubleshooting and phone support for ALOHA hospitality software, PCs, retail point-of-sale devices, and related equipment.
• Diagnose and resolve customer issues using remote access tools, knowledge databases, and documented incident management processes.
• Manage service requests from initial problem understanding through resolution, verification, documentation, and escalation when required.
• Dispatch service personnel, update work orders and customer profiles, and record incident information in the GEMS tracking system.
• Review recurring faults, conduct quality audits and call monitoring, and create knowledge articles based on resolved issues.
• Support less experienced helpdesk colleagues through joint work, feedback, monitoring, and knowledge sharing.

Requirements

• High school diploma or equivalent.
• 0–2 years of experience in technical support, helpdesk, IT support, or a related customer-facing technical role.
• Fluent Spanish and English, with strong verbal and written communication skills.
• Working knowledge of Microsoft Windows, Microsoft Office, networking fundamentals, internet technologies, and remote support tools.
• Familiarity with software installation, configuration, troubleshooting, basic log analysis, PC hardware, peripherals, and network equipment.
• Ability to work evenings and weekends in a fast-paced, multitask environment and complete applicable screening requirements.

Culture & Benefits

• Work in a high-volume Technical Assistance Center supporting internal and external customers.
• Flexible schedule covering first, second, and third shifts.
• Participate in team meetings, performance management, recognition programs, training, and continuous improvement projects.
• Collaborate in a globally inclusive environment that values individuality, fairness, and professional development.