Support Consultant - RICS Software

Location: Remote - US; ideal candidates are based in the Pacific Time Zone and can support weekend coverage as needed.

Hourly pay range: $26.44–$31.25 USD

Company

hirify.global provides vertical software and embedded payments technology, while RICS Software delivers SaaS solutions for retail point-of-sale, inventory management, business analytics, e-commerce, and vendor integrations.

What you will do

• Provide client support by phone, email, and chat during business hours.
• Investigate, troubleshoot, reproduce, and resolve escalated issues involving software, integrations, APIs, hardware, networking, and configuration.
• Own complex cases from investigation through resolution and communicate updates to clients and stakeholders.
• Identify, document, and escalate validated product defects with root-cause analysis and business impact.
• Monitor support trends, contribute to user acceptance testing, and collaborate with internal teams on issue resolution.
• Mentor Tier 1 Support Consultants and create onboarding materials, troubleshooting resources, Help Center content, and FAQs.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business, a related field, or equivalent professional experience.
• 3+ years of experience in technical support, software support, help desk, or a client-facing technical role, preferably in SaaS, POS, or retail technology.
• Experience troubleshooting complex software, hardware, networking, and configuration issues.
• Working knowledge of Windows operating systems, web applications, networking fundamentals, ticketing systems, support platforms, and CRM tools.
• Strong analytical, problem-solving, communication, and root-cause investigation skills, including the ability to explain technical concepts to non-technical users.
• Ideal candidates are based in the Pacific Time Zone and can support weekend coverage as needed.

Nice to have

• Experience investigating API and integration issues.
• Experience mentoring, coaching, or training team members.
• Familiarity with retail operations, POS systems, inventory management, e-commerce, and integrations.

Culture & Benefits

• Full-time remote work within the United States.
• Customer-focused, collaborative environment supporting independent retailers.
• Inclusive workplace that values diversity of thought, experience, and background.
• Opportunity to contribute to product improvements, knowledge sharing, and support process development.