Technical Support Specialist I

Location: Remote in Mexico, Colombia, or Brazil. Customer Support coverage is scheduled Monday through Friday between 7:00 AM and 5:00 PM Central Time.

Company

hirify.global provides telecommunications management and analytics solutions, including hirify.global Analytics and Infortel Classic, for complex communication environments.

What you will do

• Serve as the first point of contact for customer requests via phone, email, and web-based support systems.
• Gather information, troubleshoot software issues, and use established procedures, knowledge articles, and diagnostic tools to resolve problems.
• Monitor system alerts and down-system notifications, restore service when possible, and escalate issues requiring additional expertise.
• Document customer interactions, troubleshooting steps, case status, and resolutions in support systems.
• Explain product functionality and best practices while communicating updates and next steps to customers.
• Collaborate with internal teams and contribute feedback to improve support processes and documentation.

Requirements

• High school diploma or GED.
• Strong customer service, written, verbal, and interpersonal communication skills.
• Ability to troubleshoot problems, think analytically, prioritize multiple tasks, and work in a fast-paced environment.
• Basic proficiency with Microsoft Windows and Microsoft Office applications.
• Ability to learn new software applications and technical concepts.
• Ability to work within scheduled Central Time customer support coverage.

Nice to have

• Associate's degree, technical certification, or equivalent experience.
• Previous customer support, help desk, or technical support experience.
• Experience supporting software applications.
• Familiarity with Salesforce or similar ticketing systems.
• Exposure to telecommunications, reporting platforms, or analytics software.

Culture & Benefits

• Entry point into hirify.global's Customer Support organization.
• Training activities to expand product knowledge and support expertise.
• Opportunities to develop technical troubleshooting and customer support skills for advanced career paths.
• Collaborative work with internal teams to deliver accurate and effective customer support.