Technical Product Analyst I (Image RPS)

Location: Remote, USA

Compensation: $22.50–$23.75 per hour, with eligibility for commission or an annual performance incentive plan.

Company

hirify.global provides software and related services, including solutions for financial services customers.

What you will do

• Provide technical customer service for hirify.global software and handle incoming client support cases.
• Monitor the application group queue and take tickets within defined SLA guidelines.
• Log customer interactions, actions taken, current status, and next steps throughout the ticket lifecycle.
• Work cases toward resolution while meeting follow-up, first-call resolution, transfer, inventory, and mean-time-to-resolve targets.
• Participate in client-focused calls, meetings, and collaborative case-resolution activities.
• Build comprehensive product knowledge through training and independent work.

Requirements

• At least 1 year of help desk or customer service experience.
• At least 1 year of scripting experience with SQL, Progress, PowerShell, or similar tools.
• At least 1 year of basic PC troubleshooting or repair experience.
• At least 1 year of experience with Microsoft Office, plus document creation skills.
• Must be 18 years of age or older.

Nice to have

• Image RPS experience and banking, lockbox, remittance, or related financial services experience.
• An associate or bachelor's degree in IT or a related field, or a programming background.
• Windows workstation and server operating system experience, networking, TCP/IP, and DNS.
• Experience with antivirus products such as Managed Antivirus, CrowdStrike, or Carbon Black.

Culture & Benefits

• Healthcare coverage including medical, dental, and vision plans.
• Paid time off, volunteer time off, and holidays.
• Employer-matched retirement plan and employee stock purchase plan.
• Short-term and long-term disability coverage.
• Infertility treatment, adoption and surrogacy assistance, and tuition reimbursement.