Technical Customer Support Representative (SaaS)

Location: Remote; schedule may need to align with the Asia Pacific region when required.

Salary: $58,000–$67,000 per year

Company

hirify.global provides software tools for sponsors and CROs conducting early-phase pharmaceutical, medical device, and diagnostic clinical research.

What you will do

• Receive, respond to, track, and route technical support calls and emails.
• Manage customer case details in the case-tracking system.
• Prioritize incoming cases in a high-volume, fast-paced environment.
• Support the sales team with study management and marketing-related tasks.
• Assist with QA support and take on additional duties as assigned.
• Work toward customer satisfaction and case-resolution targets, including first-contact resolution and resolution within one to three business days.

Requirements

• Entry-level profile with a bachelor’s degree or an equivalent combination of education and experience.
• Experience providing phone and email support.
• Excellent written and verbal communication skills.
• Experience delivering presentations, training, or related activities.
• Experience with Salesforce, SaaS technology, and software support.
• Flexibility to work a schedule aligned with the Asia Pacific region when required.

Culture & Benefits

• Remote work with flexible schedules and locations.
• Medical, dental, vision, and life/LTD insurance.
• hirify.global covers 100% of employees’ health insurance premiums and 50% of dependent premiums.
• Focus on work-life balance, collaboration, ingenuity, and customer experience.
• Weekly company-wide standup.