Client Care Analyst

Location: Remote, United States; 24/7 client care with varying shifts and possible on-call coverage.

Company

hirify.global provides software solutions supported by a client care organization serving customers' technical support needs.

What you will do

• Review inbound support tickets and assess risk, business impact, and severity.
• Provide technical support to clients through cases and chat, using structured troubleshooting and problem-solving.
• Own assigned cases from initial report through resolution, coordinating with internal colleagues and maintaining regular customer communication.
• Track case progress against SLA response, update, and resolution targets while documenting incidents and case notes.
• Identify chronic, systemic, and process-related issues, engage the right resources, and prevent unnecessary escalations.
• Create and maintain knowledge-base articles and help-center content while meeting client satisfaction and performance targets.

Requirements

• At least 1.5 years of experience in a technical support role.
• Strong written and verbal communication skills, including the ability to document conversations and technical details clearly.
• Experience with CRM software such as Salesforce.
• Experience in a consulting environment or other client-facing role.
• Self-motivated, autonomous, detail-oriented, and able to take ownership in a fast-paced, interrupt-driven environment.
• Strong critical thinking, problem-solving, prioritization, multitasking, and customer-service skills.

Culture & Benefits

• Remote work environment with a consistent schedule as the norm.
• Flexible scheduling and on-call services may be required.
• Client Care operates 24/7, so shifts may vary.
• Performance is measured through client satisfaction, response and resolution times, average handle time, and use of help-center content.