SUP-B1-001 - 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 Level I technical troubleshooting for point-of-sale equipment, PCs, printers, scales, applications, and related customer solutions.
• Resolve customer issues through phone, chat, email, and callbacks using remote-access tools and knowledge-base solutions.
• Own service requests, verify resolutions with customers, update work orders and customer profiles, and document all incident activity in ServiceNow.
• Escalate issues to internal teams, third-party vendors, or on-site customer engineers when required.
• Generate daily and weekly incident reports and review incident history to identify recurring faults.
• Support helpdesk colleagues through knowledge sharing, feedback, team activities, and process-improvement projects.

Requirements

• High school diploma or equivalent.
• Excellent French language skills required; English is an advantage.
• Advanced knowledge of Windows systems, internet applications and protocols, network monitoring tools, MS Office, and standard applications.
• Strong knowledge of PC hardware, including printers, scanners, modems, and network cards.
• Advanced troubleshooting and problem-solving skills, with excellent communication and listening abilities.
• Availability for a flexible schedule, including evenings and weekends, and the ability to work in a fast-paced, multitasking environment.

Nice to have

• Associate’s degree.
• At least one year of call center experience.

Culture & Benefits

• Full-time employment in a dynamic team environment.
• Coaching, feedback, knowledge sharing, and mandatory training support professional development.
• Participation in team meetings, performance management, and recognition programs.
• Employment is conditional upon completion of applicable screening criteria.