Technical Customer Support

Location: Cebu, Philippines; hybrid work arrangement. Candidates must be eligible to work in the Philippines without sponsorship.

Company

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

What you will do

• Build and maintain respectful, collaborative client relationships 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 support environment.
• Train clients on effective platform usage and provide status reports on support cases.
• Work with Product Development to address bugs and advance the product.
• Document ticket notes, root-cause findings, and resolution summaries while managing escalations and support ownership.

Requirements

• Strong technical skills with MS Word, PowerPoint, Excel, MS Outlook, Windows/macOS, browsers, networking fundamentals, software installations, and Microsoft 365.
• Experience with HTML and CSS.
• Confidence and professionalism in customer conversations, with the ability to build rapport, adapt communication style, and guide discussions.
• Ability to collaborate with all levels of staff, manage up, and escalate appropriately.
• Ability to multitask, prioritize, stay organized, and manage time effectively in a fast-paced environment.
• Ability to handle difficult situations, frustrated customers, expectations, and ownership through resolution.
• Ability to understand technical jargon, communicate with non-technical customers, simplify technical concepts, and translate jargon into plain language.
• Independent critical thinking: gathering facts quickly, eliminating possibilities, identifying patterns, and making decisions under pressure.
• Active listening skills, including clarifying vague descriptions and avoiding assumptions; ability to learn new products quickly and stay current on updates.

Nice to have

• JavaScript knowledge and experience.
• Prior experience supporting various software applications.
• Ticketing systems knowledge, including ServiceNow, Zendesk, Freshdesk, Jira, or Salesforce, with experience documenting issues, updating tickets, tracking resolutions, and following SLAs.
• CompTIA A+ certification.
• ITIL Foundation certification.

Culture & Benefits

• Hybrid work arrangement with a purpose-driven, inclusive, and welcoming environment.
• Medical, dental, and optical benefits including dependents.
• Flexible planned paid time off and sick leave.
• Company-paid life insurance, hazard pay, and work-life balance support.
• Community involvement and a collaborative culture focused on meaningful customer outcomes.