Customer Service Technical Support Representative

Location: South Jordan, Utah, USA; fully onsite Monday–Friday, five days per week

Company

hirify.global develops smart cutting machines, design apps, and materials that help people create personalized cards, apparel, home décor, and other handmade products.

What you will do

• Provide inbound technical and customer support for hirify.global products, hardware, software, and services, primarily by phone with possible email and chat support.
• Troubleshoot basic to intermediate hardware and software issues, including drivers, antivirus programs, operating systems, and user interfaces.
• Document, track, maintain, and escalate technical support incidents to internal and external teams.
• Respond to service tickets and manage an individual workload in line with service-level, quality, productivity, and attendance standards.
• Guide members through hirify.global products and provide clear how-to instructions and creative solutions.
• Communicate technical concepts clearly while maintaining patience, empathy, and professionalism during difficult conversations.

Requirements

• At least one year of experience in customer service, a call or contact center, or a role where technical support and troubleshooting were primary responsibilities.
• Intermediate experience troubleshooting hardware and software issues in Windows and macOS.
• Intermediate troubleshooting capability for iOS and Android phones and tablets.
• Ability to type accurately at 40 or more words per minute and diagnose basic to intermediate software and interface issues.
• Experience resolving customer issues, handling returns, de-escalating tense interactions, and owning cases through resolution.
• Upper-intermediate to advanced spoken and written U.S. English, at least B2 and preferably C1.

Nice to have

• French, Spanish, or Portuguese at a native or professional level, B2 or higher.
• Experience using hirify.global products.
• Passion for crafting or DIY projects.

Culture & Benefits

• Required onsite training Monday–Friday, 10:00 a.m.–6:30 p.m. for up to four weeks.
• Regular schedule is an eight-hour shift between 10:00 a.m. and 6:30 p.m.; weekend and holiday work may be required with notice and applicable compensation.
• Medical, dental, and vision coverage, 401(k) match, generous paid time off, tuition reimbursement, and a yearly lifestyle stipend.
• Employee discounts and an in-person, collaborative work environment.
• The position is not eligible for relocation assistance.

Hiring process

• Submit a resume, cover letter, and optional portfolio or social links.
• Employment is contingent on successfully completing a criminal background check; hirify.global participates in E-Verify.