Customer Support Agent (Bench Team)

Location: Bellevue, Washington, United States. Hybrid role generally requiring two days per week in the Bellevue office, with additional flexibility subject to work-from-home policy and business needs.

Salary: $23.00–$25.50 USD per hour for candidates based in Washington State.

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, connecting strategy and execution across AI, cloud, data, product development, and emerging technology.

What you will do

• Provide fast, accurate, and personalized customer support through tickets and other communication channels.
• Research, investigate, troubleshoot, and resolve customer issues, aiming for first-contact resolution where possible.
• Handle escalated inquiries, account-related concerns, complaints, and issues raised by Tier 2 agents.
• Use knowledge bases, desktop tools, ticketing systems, and approved troubleshooting procedures.
• Coordinate with internal teams, identify recurring issues, share feedback, and contribute to knowledge-base articles.
• Support agent onboarding, additional ticket queues, and customer-experience initiatives as assigned.

Requirements

• At least one year of customer-service experience or equivalent relevant experience.
• Associate degree or equivalent combination of education and relevant experience.
• Written fluency in English and strong written and verbal communication skills.
• Experience working across multiple computer systems, support tools, and productivity software such as Microsoft Office.
• Ability to perform initial troubleshooting of common computer and network issues.
• Strong customer focus, critical thinking, research, problem-solving, organization, judgment, and attention to detail.

Nice to have

• Bachelor’s degree.
• Knowledge of or interest in online gaming.
• Experience with account-related support tickets and ticketing or customer-support platforms.
• Ability to troubleshoot account-related issues independently and collaboratively.

Culture & Benefits

• Scheduled coverage may be required during weekends and holidays.
• Work schedules may change based on operational requirements, and time-off availability may be limited during peak periods.
• Eligible employees may receive medical, dental, and vision coverage.
• Benefits may include an FSA, 401(k), paid time off, parental leave, and professional development opportunities.