Technical Customer Care Representative (SaaS)

Location: On-site in Miami, Florida (Doral); assigned shifts may include Saturday or Sunday. No travel required.

Salary: $24.00–$28.00 per hour, plus a shift premium for qualifying hours.

Company

hirify.global provides a SaaS homecare technology platform connecting patients, personal care providers, managed care organizations, and states.

What you will do

• Provide technical assistance by phone, email, and chat while maintaining a professional customer experience.
• Ask discovery questions, diagnose technical and user issues, and identify fast resolution paths.
• Explain technical solutions in clear language and educate customers on platform usage and self-service options.
• Escalate bugs, defects, and complex issues to supervisors and technical support engineers.
• Document customer interactions in Salesforce Service Cloud and collaborate with Quality Assurance to improve support quality and CSAT.
• Maintain product expertise, relevant industry knowledge, and required certifications.

Requirements

• At least 2 years of technical customer support experience in a SaaS environment.
• Fluent spoken and written English required.
• Prior experience with the hirify.global mobile app or end-user technical software support required.
• Strong communication, problem-solving, organizational, and attention-to-detail skills.
• Ability to remain calm with difficult customer situations and work effectively in a fast-paced, collaborative environment.
• Ability to work assigned shifts from the Miami, Florida office, including Saturday or Sunday when applicable.

Nice to have

• Spanish bilingual communication skills.
• B2B customer support experience.
• Experience supporting SMB customers or freemium software platforms.

Culture & Benefits

• Full-time, benefits-eligible employment.
• Health plans, paid time off, and company-paid holidays.
• 401(k) retirement program with a company-elected match.
• Additional company-sponsored programs and reasonable accommodation support.