Technical Customer Support (SaaS)

Location: Cebu, Philippines; hybrid work arrangement. Eligibility to work in the Philippines without sponsorship is required.

Company

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

What you will do

• Build and maintain respectful, collaborative client relationships through responsive and professional customer service.
• Learn the inner workings of a configurable member-management SaaS platform.
• Independently troubleshoot and resolve client-reported issues in a non-scripted support environment.
• Train clients on effective use of the platform and provide status reports on support cases.
• Document issues, root-cause findings, ticket updates, and resolution summaries.
• Work with Product Development to address bugs and advance the product.

Requirements

• Strong technical skills with MS Word, PowerPoint, Excel, MS Outlook, Windows/macOS, browsers, networking fundamentals, software installation, and Microsoft 365.
• Experience with HTML and CSS.
• Confidence and professionalism in conversations, with the ability to build rapport, adapt communication style, guide discussions, and explain technical concepts in plain language to non-technical customers.
• Ability to work collaboratively with all levels of staff, manage up, and escalate issues as needed.
• Ability to multitask, prioritize, stay organized, manage time effectively, and handle difficult situations in a fast-paced environment.
• Ability to think and act independently, apply critical thinking, gather facts quickly, eliminate possibilities, identify patterns, and make decisions under pressure.
• Excellent interpersonal skills and a positive, friendly, helpful attitude, including the ability to handle frustrated customers, manage expectations, and maintain ownership until resolution.
• Ability to actively listen, clarify vague descriptions, avoid assumptions, learn new products quickly, and stay current on product updates.

Nice to have

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

Culture & Benefits

• Hybrid work arrangement with a focus on work-life balance.
• Medical, dental, and optical benefits including dependents.
• Flexible planned paid time off, sick leave, and company-paid life insurance.
• Inclusive, welcoming, purpose-driven culture with emphasis on community involvement.
• Hazard pay.