Customer Support Specialist (Technical)

Location: Hybrid, Bogota, Colombia

Company

hirify.global is a global consumer intelligence company providing market measurement, analytics, and consumer insights through digital platforms.

What you will do

• Manage and resolve customer support tickets through the hirify.global Service Suite.
• Handle platform issues end-to-end, including information gathering, troubleshooting, workarounds, service restoration, and escalation.
• Analyze and validate client shipment data, perform coverage analysis, and maintain data quality and timely delivery.
• Manage complex databases, investigate data gaps and inconsistencies, and interpret multiple variables to identify root causes.
• Configure customer organizations, user groups, roles, and access permissions within NIQ platforms.
• Partner with issue management and internal teams to maintain service continuity, meet SLAs, and support continuous improvement.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Engineering, Communications, or a related field is preferred.
• Experience in customer support, technical support, help desk, service desk, or another customer-facing support role.
• Advanced English proficiency in written and verbal communication is required.
• Intermediate to advanced Microsoft Excel skills, including troubleshooting user issues and supporting Excel-based solutions.
• Strong analytical, problem-solving, organizational, communication, and collaboration skills.
• Experience with software applications, digital platforms, ticketing tools, or service management systems is preferred.

Culture & Benefits

• Flexible working environment.
• Volunteer time off.
• LinkedIn Learning.
• Employee Assistance Program.
• Global, collaborative customer support operating model.