Customer Service Specialist (SaaS)

Location: On-site in North Andover, Massachusetts, United States. Monday–Friday in-office schedule with rotating shift options.

Salary: $50,000–$65,000 per year

Company

hirify.global provides software-as-a-service products and customer support solutions for its clients.

What you will do

• Provide customer support for SaaS products by phone and email.
• Troubleshoot navigation, software usage, system, and connectivity issues, escalating cases when necessary.
• Document customer interactions, incidents, requests, progress, and resolutions in the ticketing system.
• Maintain and develop a knowledge base of problems and solutions for the support team.
• Explain application functionality and help customers improve their software knowledge.
• Share enhancement requests and design issues with development and other internal departments.

Requirements

• At least 1 year of customer service experience.
• Proficiency with Microsoft Office products.
• Excellent written and verbal communication skills.
• Strong problem-solving and follow-up abilities.
• College degree or equivalent experience preferred.
• Experience troubleshooting and training customers on software products preferred.

Culture & Benefits

• On-the-job training and professional development opportunities.
• Promotion opportunities from within the company.
• Medical, dental, vision, and life insurance, plus a health savings account.
• 401(k) plan with up to 6% matching.
• Paid vacation, sick days, and eight paid holidays.
• Referral bonuses and a non-smoking work environment.