Product Support Specialist (SaaS)

TL;DR

Product Support Specialist: Providing expert SaaS customer support and troubleshooting for hirify.global's AI-driven platform with an accent on delivering human-first customer experiences and maximizing customer value. Focus on resolving inquiries across multiple channels, collaborating cross-functionally, and improving organizational efficiencies.

Location: Must be based onsite in Guatemala City, Guatemala, working Monday to Friday within U.S. business hours

Salary: Starting at Q10,000

Company

hirify.global builds AI employee ecosystems for local businesses, serving over 60,000 customers and recognized for AI innovation and business impact.

What you will do

• Answer how-to questions and troubleshoot hirify.global platform issues for customers.
• Deliver human-first resolutions via chat, email, phone, and hirify.global tools promptly and accurately.
• Become an expert in hirify.global products at both technical and customer use-case levels.
• Identify opportunities to help customers maximize value and work smarter.
• Collaborate with Sales, Onboarding, Account Management, and Retention teams to enhance customer engagement and retention.
• Contribute to organizational efficiency improvements and share feedback.

Requirements

• Must be geographically based in Guatemala City, Guatemala.
• Fluent English required.
• 2-3 years of SaaS customer support experience with demonstrated positive customer influence.
• Experience supporting multiple online software or SaaS products and/or IT background.
• Familiarity with web technologies (HTML, CSS, JSON, JavaScript) and support systems like Salesforce, Zendesk, Freshdesk, Service Cloud.
• Ability to work independently, prioritize high-impact tasks, and improve customer satisfaction.

Culture & Benefits

• Bono 14 and Christmas bonus.
• 13 paid holidays annually.
• Office located in Zone 10, Edificio Interamericas, Guatemala City.