L1 Support

Location: Belgrade, Serbia

Company

hirify.global provides a unified commerce platform, payment capabilities, and services for retailers and restaurants across more than 35 countries.

What you will do

• Provide first-line support to clients, customer engineers, and partners.
• Identify, analyze, diagnose, and resolve technical problems.
• Answer incoming calls, emails, and tickets, monitor notification and ticket queues, and resolve issues remotely when possible.
• Dispatch unresolved tickets to the appropriate teams and retain ownership through resolution.
• Manage incidents against contractual SLAs and follow escalation procedures when deadlines are at risk.
• Use knowledge systems, prepare standard reports, and provide business data for knowledge applications.

Requirements

• Ability to support clients and field engineers through structured problem isolation and resolution.
• Ability to monitor and manage incidents while meeting contractual SLA requirements.
• Ability to escalate complex issues and communicate delays to management.
• Availability for 24/7 operations, including weekend support.
• Successful completion of applicable pre-employment screening.

Culture & Benefits

• Full-time employment in a global organization.
• Work includes continuous customer monitoring and a strong focus on customer satisfaction.
• Equal employment opportunity and an inclusive workplace are emphasized.