Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing first-line support to customers, addressing their questions and guiding them to effective solutions with an accent on identifying issues and ensuring customer satisfaction. Focus on product knowledge, documentation, and collaboration with the development team for product improvements.

Location: This position requires 3-4 days per week onsite in our Houston office.

Company

hirify.global is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

What you will do

• Address customer inquiries via phone, chat, and email, offering effective solutions.
• Advocate for customers internally by documenting bugs and collaborating with the development team.
• Maintain accurate records by updating tickets, account details, and communication logs.
• Stay updated on product features, industry trends, and customer service practices.
• Invite customer feedback to enhance service and product experience.
• Support teammates as needed, contributing to a collaborative environment.

Requirements

• A minimum of 1 year of experience in a customer-facing organization (experience with a SaaS company is preferred).
• Understand basic financial and accounting concepts with a business mindset.
• Great interpersonal skills with a problem-solver mentality.
• Experience with CRM and ticketing systems (HubSpot and Zendesk, a plus).
• Strong written and verbal communication skills.
• 2 years experience in contact center and with Zendesk.

Culture & Benefits

• Enjoy the flexibility of remote work.
• Generous Paid Time Off.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Support for continuing education.