Help Desk Representative (Italian)

Location: Belgrade, Serbia

Company

hirify.global provides technology and services that expand financial access and improve branch, ATM, and self-service operations for financial institutions and retailers.

What you will do

• Act as the single point of contact for customers using Incident Management Services.
• Receive and handle high volumes of customer calls, service requests, and incident reports.
• Monitor ATM networks, determine incident priorities, and provide accurate solutions.
• Use remote-access tools to diagnose and resolve customer equipment problems.
• Document and update incident records, customer profiles, work orders, and status information.
• Escalate issues through defined internal and external escalation paths and coordinate resolution with support specialists.

Requirements

• Italian at B2 level or higher is required.
• English is required.
• Positive customer-service aptitude and strong written and spoken communication skills.
• Keyboard proficiency and understanding of Windows-based applications and tools.
• Availability for rotating hours, including weekends, holidays, and extended hours.

Culture & Benefits

• Private health insurance.
• Life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program and partner discounts.
• Internal career pathing and advancement opportunities.
• Coaching, feedback, team projects, and continuous improvement initiatives.