Associate Support Analyst

Location: Remote in the USA

Company

hirify.global provides cloud-based software for procurement, budgeting, payments, and grants management for public sector and government organizations.

What you will do

• Manage incoming customer inquiries through phone, video, email, and chat, providing timely and professional resolutions.
• Troubleshoot and diagnose software issues using established workflows and escalation procedures.
• Build product expertise and act as a reliable first point of contact for government customers.
• Document customer interactions, issues, and resolutions in Zendesk.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Collaborate with peers and senior analysts while supporting holidays, after-hours incidents, and outages.

Requirements

• Up to 1 year of experience in technical support, help desk, or a customer-facing role; internships and co-ops count.
• Customer-first mindset and commitment to delivering an outstanding support experience.
• Strong written and verbal communication skills, including the ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment.
• Basic technical knowledge of web browsers, connectivity, and general software navigation.
• Ability to work remotely in the USA.

Nice to have

• Experience with Zendesk.
• Professional exposure to SaaS products or software troubleshooting.
• Familiarity with public sector or government-facing organizations.

Culture & Benefits

• Remote role for this position; the broader company describes hybrid work with offices in Oakville and Atlanta.
• Support for responsible use of AI to improve creativity, efficiency, and decision-making.
• Two additional Eunafier Days per year.
• Up to eight hours of paid philanthropy time annually.
• Professional development through budgets, mentorship, AI and government-tech learning, and career advancement opportunities.
• Success expectations include maintaining at least 94% CSAT, meeting SLA timelines, and growing product knowledge and troubleshooting independence within the first three months.

Hiring process

• Accessible interview accommodations are available upon request.