Technical Customer Support (SaaS)

Location: Cebu, Philippines; hybrid work arrangement

Company

hirify.global provides cloud-based software and services for purpose-driven organizations, supporting fundraising, learning, events, careers, volunteering, accounting, and association management.

What you will do

• Build respectful, collaborative relationships with clients through responsive and professional support.
• Learn and support a highly configurable member-management SaaS platform.
• Troubleshoot and resolve client-reported issues independently in a non-scripted environment.
• Train clients on effective platform usage and explain technical concepts in plain language.
• Provide case status reports, maintain ticket documentation, and summarize root causes and resolutions.
• Collaborate with Product Development to address bugs and improve the product.

Requirements

• Strong technical skills with Microsoft 365, Word, PowerPoint, Excel, Outlook, Windows/macOS, browsers, networking fundamentals, and software installation.
• Experience with HTML and CSS; JavaScript knowledge is advantageous.
• Ability to troubleshoot independently, gather facts, identify patterns, make decisions under pressure, and manage multiple priorities.
• Strong interpersonal and communication skills, including handling frustrated customers and adapting communication to different audiences.
• Ability to collaborate across staff levels, escalate appropriately, and maintain ownership through resolution.
• Must be eligible to work in the Philippines without sponsorship.

Nice to have

• Experience supporting various software applications.
• Knowledge of ticketing systems such as ServiceNow, Zendesk, Freshdesk, Jira, or Salesforce.
• CompTIA A+ or ITIL Foundation certification.

Culture & Benefits

• Hybrid work arrangement.
• Medical, dental, and optical benefits for employees and dependents.
• Flexible planned paid time off and sick leave.
• Company-paid life insurance coverage and hazard pay.
• Inclusive, purpose-driven environment with a focus on community involvement and work-life balance.