Product Support Specialist II (Utility Software)

Location: Hybrid in Atlanta, GA; minimum two days per week in the office, with required office days on Tuesday and Wednesday. Standard hours are Monday–Friday, 8:00am–5:00pm ET, with rotating after-hours support coverage after training.

Company

hirify.global develops enterprise and customer-facing software solutions and support services for more than 1,200 utility and broadband organizations across North America.

What you will do

• Provide product support through telephone, email, chat, and other support channels.
• Troubleshoot proprietary software and database applications, research solutions, and guide Members through corrective actions.
• Investigate, document, test, and escalate software issues through case management processes.
• Configure software, deliver product training and webinars, and explain technical information to technical and non-technical audiences.
• Collect customer feedback, maintain software documentation and records, and communicate enhancement opportunities to development teams.
• Mentor less experienced specialists, collaborate across teams, represent hirify.global at events, and travel as required.

Requirements

• 4+ years of relevant technical support experience.
• Experience troubleshooting software applications and database-driven solutions.
• Strong written and verbal communication, analytical thinking, testing, problem-solving, and time-management skills.
• Proficiency with Microsoft Office, help desk software, CRM systems, and customer support technologies.
• Ability to support technical and non-technical audiences, manage multiple priorities, and collaborate with cross-functional teams.
• Ability to work from the Atlanta office at least two days per week, including Tuesdays and Wednesdays.

Nice to have

• Bachelor’s degree in Information Technology, Management Information Systems, Computer Science, or a related field.
• Experience delivering customer training and presentations.

Culture & Benefits

• Cooperative culture focused on integrity, relationships, innovation, teamwork, empowerment, and personal development.
• Medical, dental, and vision insurance, plus HSA and FSA options.
• Life insurance, short- and long-term disability coverage, and 401(k) contributions with matching up to 6% and employer contributions of 4% of salary base.
• PTO, 120 Life Leave Event hours, nine paid holidays, and an annual holiday week.
• Educational assistance up to $25,000, a technology loan program, wellness rewards, employee assistance, and volunteer and family events.