Support Specialist (SaaS)

Location: Onsite in the Vadodara office, 5 days per week; US night shift from 6:30pm to 3:30am IST. Remote applicants will not be considered.

Company

hirify.global provides behavioral health software and SaaS solutions for clinical productivity, compliance, reporting, billing, business intelligence, and human services organizations.

What you will do

• Provide technical support through cases, live chat, and phone support.
• Research customer questions, troubleshoot problems, and optimize software performance.
• Resolve low- and moderate-complexity customer requests with consistent quality.
• Provide timely, concise, accurate, and professional responses while managing customer issues proactively.
• Work with managers, supervisors, and senior staff to formulate accurate resolutions and determine when to escalate issues.
• Collaborate with team members and communicate effectively with customers, leadership, and colleagues.

Requirements

• Bachelor's degree, or a high school diploma with relevant EHR, software customer service, or behavioral health agency experience.
• At least 1 year of related experience.
• Ability to troubleshoot software issues and understand customer business needs.
• Strong verbal, listening, and written communication skills.
• Ability to meet ticket productivity goals and SLA/SLO requirements.
• Availability for the US night shift and onsite work in Vadodara, 5 days per week.

Culture & Benefits

• Collaborative environment focused on critical thinking, positivity, and dependability.
• Opportunity to support software used by behavioral health and human services providers.
• Inclusive workplace committed to diversity and equal employment opportunity.