Technical Support Agent, Tier 1

Location: Remote within the United States; includes an after-hours emergency support rotation approximately once every 4–5 weeks.

Salary: $31.25 USD per hour

Company

hirify.global provides a digital payments platform for insurers, supporting digital communications, electronic payment processing, and premiums and claims disbursement.

What you will do

• Provide technical support to external customers through phone, email, chat, and other channels.
• Troubleshoot application issues ranging from simple questions to complex technical problems.
• Create, update, manage, and close customer cases in the CRM system.
• Investigate bugs, support requests, change requests, and feature requests by gathering business and technical requirements.
• Escalate complex or sensitive issues to Tier II engineers, managers, or other internal resources.
• Create and review knowledge-base articles and communicate technical issues and solutions clearly.

Requirements

• At least a bachelor's degree in Computer Science or Information Systems, or 2+ years of technical support or equivalent software application experience.
• Understanding of SQL-based database structures and queries.
• Familiarity with API calls and reading log files.
• Strong investigative, analytical, communication, customer service, and time-management skills.
• Ability to prioritize and multitask in a deadline-driven environment, work independently and collaboratively, and work holidays and weekends when needed.
• Must be located in the United States for this remote role.

Nice to have

• B2B external customer support or SaaS support experience.
• Insurance or payments industry experience, particularly with policy or agency management systems.
• Exposure to PCI compliance standards and software development lifecycles.
• Experience with Salesforce, JIRA, or AHA.

Culture & Benefits

• Medical, dental, and vision insurance.
• 401(k) plan and a focus on work-life balance.
• Opportunities for promotion from within.
• Participation in an after-hours emergency support rotation approximately once every 4–5 weeks.