Technical Support Specialist - T1 (SaaS)

Location: Toronto, Canada

Company

hirify.global provides a subscription commerce platform for selling products and services across channels and devices. The role supports PartnerStack, hirify.global’s SaaS partner network platform for B2B software companies.

What you will do

• Serve as the first point of contact for customer and partner support tickets, chats, and emails.
• Troubleshoot platform issues involving account management, subscription provisioning, billing, and third-party integrations.
• Document cases with clear, reproducible steps in Zendesk or an equivalent ticketing system.
• Escalate complex issues to Tier 2 and Tier 3 support with complete handoff notes.
• Maintain internal knowledge base articles and customer-facing FAQs.
• Meet SLA, CSAT, and First Contact Resolution targets while identifying recurring product issues for Support Operations.

Requirements

• 1–2 years of experience in technical support, customer support, or help desk work, preferably in a SaaS or subscription-based environment.
• Excellent written and verbal English communication skills, including the ability to explain technical concepts to non-technical users.
• Hands-on experience with Zendesk, Salesforce Service Cloud, or similar ticketing platforms.
• Systematic troubleshooting skills, including isolating, reproducing, and documenting issues before escalation.
• Familiarity with HTML, JSON, REST APIs, or subscription and billing platforms.
• Strong ownership, reliability, and customer-focused problem-solving skills.

Nice to have

• French language proficiency.

Culture & Benefits

• Values-driven environment focused on inclusion, individuality, and high-quality work.
• Work with a global subscription commerce and partner ecosystem platform.
• Recruitment decisions are made under human oversight, with AI tools used only for administrative automation.