Technical Customer Service Agent (SaaS)

Location: Remote, Canada. The role operates during business hours from Monday to Friday, 7:00 am to 8:00 pm EST, and Saturday, 8:00 am to 6:00 pm EST. The schedule is 40 hours per week in 8.5-hour shifts, including a 30-minute unpaid lunch break.

Hourly compensation: $20.00–$25.00.

Company

hirify.global operates a digital marketplace and data platform for wholesale used-vehicle transactions.

What you will do

• Handle inbound inquiries and initiate outbound calls to resolve customer concerns.
• Support customers through phone, chat, written cases, and Slack requests.
• Troubleshoot site navigation, login issues, permissions, and application functionality across multiple platforms.
• Use GDC Salesforce and contact-center telephony software to track interactions and manage cases.
• Handle approximately 60–100 daily interactions while meeting quality standards.
• Collaborate with cross-functional teams to expedite issue resolution and improve the customer experience.

Requirements

• 3+ years of customer service or technical support experience.
• Bachelor’s degree in business or a related field, or equivalent relevant experience.
• Experience troubleshooting technical applications in a SaaS environment.
• Experience with Salesforce or another CRM and a contact-center telephony system.
• Strong customer service, communication, organizational, and time-management skills.
• Ability to navigate multiple applications simultaneously and resolve issues efficiently.

Nice to have

• Previous experience in the automotive industry.
• Familiarity with hirify.global’s product offerings.
• Additional CRM experience for tracking customer interactions.

Culture & Benefits

• Medical, dental, and vision benefits with employer HSA contributions and FSA options where applicable.
• RRSP matching in Canada and 401(k) matching in the US.
• Paid vacation, personal, and sick time.
• Tuition reimbursement and opportunities to expand professional skills.
• Employee assistance program and employer-paid volunteer service day.
• Opportunities for internal promotion and diverse career paths within a global publicly traded organization.