Customer Service Operations Analyst (Pacific Northwest Region)

Location: United States; remote

Salary: $59,900–$69,900 per year

Company

hirify.global delivers public-sector solutions and operations improvement services, including software supporting health, education, and human services agencies.

What you will do

• Support a suite of K-12 education software products through help desk and live chat channels.
• Provide customer service, build rapport with end users, and gather detailed information about reported problems.
• Prioritize, schedule, document, and escalate incidents and service requests through resolution.
• Apply troubleshooting techniques, consult knowledge bases and FAQs, and test fixes.
• Perform post-resolution follow-ups and identify trends that can prevent recurring problems.
• Recognize and escalate critical incidents to appropriately experienced technicians.

Requirements

• Associate's or Bachelor's degree in a related field, or equivalent technical support experience.
• 3+ years of experience in SaaS support or a similar application support environment.
• Experience supporting front-end users and documenting problems or incidents clearly.
• Strong written and oral communication, analytical, prioritization, and problem-solving skills.
• Ability to learn software quickly, explain ideas in user-friendly language, and work effectively in a fast-paced environment.
• Must be eligible to work in the United States; newly hired foreign national workers are not sponsored for work authorization.

Nice to have

• Experience with Zendesk, Jira, or chat support.
• Experience in K-12 or special education.

Culture & Benefits

• Remote work arrangement.
• Medical and dental care benefits.
• 401(k) plan and paid time off.
• Parental and bereavement leave.
• Equal opportunity and inclusion-focused workplace.