Customer Support Analyst (SaaS)

Location: Atlanta, GA, USA; hybrid work with in-office attendance Tuesday through Thursday

Company

hirify.global provides rapid incident-response safety solutions, including wearable panic buttons, critical incident mapping, visitor management, and reunification tools for education, healthcare, government, commercial, and public safety organizations.

What you will do

• Respond to customer inquiries by phone, email, and live chat with professionalism, clarity, and speed.
• Guide users through software navigation, settings, and configurations.
• Investigate, reproduce, and resolve software, access, and general-use issues, aiming for first-contact resolution.
• Document complex technical issues and escalate them to tier-2 support with complete context.
• Maintain support-case logs covering customer interactions, feature requests, and resolution steps.
• Assist with equipment orders, schedule Field Services appointments, coordinate site access, meet case and call SLA targets, and improve support articles with the Supervisor.

Requirements

• 1–3 years of experience in customer support, technical helpdesk, or application support, preferably in a SaaS environment.
• Exceptional verbal and written communication skills, including the ability to explain complex technical concepts to non-technical users.
• Strong critical-thinking skills for investigating, reproducing, and resolving software issues efficiently.
• Ability to follow troubleshooting SOPs.
• Experience with Microsoft 365 Suite and/or Google Workspace.
• Ability to multitask, prioritize, and manage time effectively.

Culture & Benefits

• Hybrid work environment with in-office work Tuesday through Thursday.
• Fifteen days of PTO, twelve company holidays, three days of paid sick leave, and one floating holiday.
• Healthcare plans including medical, dental, and vision coverage, plus a 401(k) plan with a 4% employer contribution.
• Monthly device reimbursement and up to $2,500 per year for eligible education expenses.
• Company-wide discretionary bonus, employee referral bonus, and charitable program match.

Hiring process

• Applications are reviewed and managed through hirify.global’s official recruiting process, and interviews are conducted by hirify.global employees.
• Verify that recruiter communications come from an email address ending in @hirify.global.com; hirify.global will never request payment, gift cards, cryptocurrency, banking information, or financial account details.
• Official offer letters are issued only after the interview process is completed.