Software Support Representative (SaaS)

Location: Chandler, AZ, USA

Compensation: Hourly, paid semi-monthly

Company

McCormick, a hirify.global company, provides estimating and takeoff software for electrical, plumbing, and mechanical contractors across the United States and Canada.

What you will do

• Provide technical support by phone, email, and web for estimating software users.
• Troubleshoot software problems and resolve discrepancies affecting clients' daily estimating tasks.
• Guide clients through software updates, enhancements, new features, and effective product usage.
• Collaborate with internal departments to investigate and resolve reported system issues.
• Document client issues and manage support tickets through call-center or ticketing software, including follow-up.
• Maintain knowledge of the product platforms, modules, software updates, and relevant industry changes.

Requirements

• At least 1 year of experience in software support.
• Strong understanding of estimating principles and related software functionality.
• Clear verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Strong independent problem-solving and troubleshooting skills.
• Proficiency with Microsoft Outlook, Word, and Excel; accurate record-keeping and the ability to manage multiple support tickets.
• Basic math skills and the ability to work both independently and as part of a team.

Nice to have

• Payroll processing or estimating experience.
• Customer service or technical support experience in a SaaS or software environment.
• Familiarity with Salesforce or another CRM system.
• Knowledge of the construction industry.

Culture & Benefits

• Full-time employment with hourly compensation paid semi-monthly.
• Medical, dental, and vision insurance.
• 401(k) and paid time off.
• Standard operating procedures and a professional customer-support environment.