Technical Customer Support, Support Senior (AI)

Location: Penang, Malaysia; hybrid work

Company

hirify.global develops smart solutions for organizations, their employees, customers, and partners.

What you will do

• Provide advanced technical support for escalated customer issues through email, phone, and chat.
• Analyze customer interactions and feedback to identify trends and improve support processes.
• Collaborate with engineering, product management, internal stakeholders, and external partners to resolve complex technical challenges.
• Document technical resolutions and create knowledge base articles.
• Train and mentor junior team members and support their technical development.
• Use data analytics tools to generate insights into support center performance and customer satisfaction.

Requirements

• High school education or an equivalent vocational qualification or experience.
• At least 2 years of relevant experience.
• Intermediate experience with AI-driven tools, including machine learning-based diagnostic systems, virtual assistants, or predictive maintenance solutions.
• Intermediate understanding of networking, cloud computing, and software troubleshooting.
• Strong customer service, escalation management, problem-solving, and communication skills.
• Ability to support multiple Zebra products and maintain knowledge of evolving product offerings.

Culture & Benefits

• Hybrid work with adaptable hours.
• Summer Flex Fridays and Focus Fridays.
• Annual companywide well-being day.
• Opportunities for learning, leadership, and professional development.
• Up to 10% travel may be required.