Customer Support Specialist (SaaS)

Location: AL, US; other locations include Centreville, WA, US and Salem, SC, US. Office-based role.

Salary: $19.23–$28.85 hourly.

Company

hirify.global provides cloud records and search products supporting government services, citizens, businesses, and state and local government agencies across the United States.

What you will do

• Serve as the first point of contact for technical and customer service inquiries related to hirify.global Cloud Records and Search products.
• Help citizens and businesses troubleshoot website access, email delivery, computer, account, tax filing, and document submission issues.
• Guide customers through online portals and maintain communication until inquiries are resolved.
• Monitor, prioritize, and resolve multiple support tickets while tracking recurring issues, account errors, data integrity concerns, and anomalies.
• Collaborate with engineering, QA, product management, and other internal teams to resolve issues and improve customer experience.
• Create and maintain help documentation, system procedures, checklists, forms, and other administrative materials.

Requirements

• At least 1 year of experience directly supporting hirify.global products, or at least 3 years of related support experience in a SaaS environment.
• Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, or a related field, or an equivalent combination of education and experience.
• Alternatively, 4 years of professional experience and a relevant professional certification, such as CNE, MCSE, or CPA, may substitute for a degree.
• Hands-on experience with antivirus software, Microsoft Active Directory, DNS, DHCP, Microsoft Windows, network printers, Microsoft Office Suite, ticketing systems such as Salesforce or Zendesk, and general system administration tasks.
• Strong troubleshooting, problem-solving, research, and solution-development skills.
• Excellent written and verbal communication skills for customer-facing and internal communications.
• Ability to work independently while following established policies and procedures.
• Strong customer service orientation, ability to manage multiple customer issues simultaneously, and strong de-escalation skills.
• Ability to remain seated for extended periods, use computers and office machinery regularly, move around the office occasionally, and communicate frequently by telephone.

Nice to have

• Familiarity with Salesforce or other CRM tools.

Culture & Benefits

• Full-time position in an office setting with a moderate noise level.
• Work is performed at an individual workstation using a telephone and computer.
• Cross-functional collaboration with engineering, QA, product management, and other teams.