Tier 1 Client Service Agent (SaaS)

Location: Hybrid role assigned to Pittsburgh, Pennsylvania, with flexibility to work remotely

Salary: $55,000–$60,000 USD annually; bonus eligible.

Company

hirify.global provides Fi360 financial services products, learning solutions, and SaaS technology for clients.

What you will do

• Provide first-line support through phone, email, and live chat.
• Answer questions about Fi360 products, features, policies, procedures, learning solutions, fiduciary principles, and industry best practices.
• Troubleshoot common technical and user issues, resolve cases, and escalate complex matters to Tier 2 Support or Product teams.
• Document client interactions, issues, resolutions, and follow-up actions in systems such as Zendesk and Salesforce.
• Partner with Product, Technology, Sales, and other internal teams to communicate feedback and improve products, services, processes, and knowledge-base content.
• Represent Fi360 in client meetings, webinars, or industry conferences as needed while contributing to satisfaction, response-time, availability, and resolution-quality goals.

Requirements

• At least 1 year of experience in client relations, customer support, sales, or a related role involving direct client communication by phone and email.
• Strong written and verbal communication skills, with the ability to provide clear and professional guidance.
• Strong customer-service skills and commitment to positive client experiences.
• Experience with SaaS platform support tools.
• Effective troubleshooting and problem-solving skills.
• High attention to detail and accuracy in documentation and data entry.
• Ability to manage challenging client situations with patience, professionalism, and composure.
• Ability to work independently and collaborate effectively with cross-functional teams.
• High level of professionalism and commitment to client satisfaction.

Culture & Benefits

• Collaborative, engaging, and inclusive workplace that values authenticity, safety, and diverse perspectives.
• Comprehensive benefits are available; details are provided through hirify.global Benefits.
• Hybrid work arrangement with remote flexibility from the assigned Pittsburgh location.
• Employment decisions include human review when AI-based tools are used during hiring.
• Reasonable accommodations are available during the application and hiring process.