Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing personalized and trusted support to customers by troubleshooting and problem-solving concerns with an accent on effectively addressing customer questions and concerns. Focus on educating customers on product training and identifying new ways customers can benefit from the product.

Location: Hybrid in Saskatoon or Toronto, Canada

Salary: CAD $50,000 - CAD $75,000

Company

hirify.global is a scheduling and payroll platform designed to help restaurant teams thrive.

What you will do

• Act as the first point of contact with customers via chat, email, and phone to troubleshoot and solve problems.
• Educate customers on basic product training, including developing training materials and videos.
• Identify new ways customers can benefit from the product by understanding their business challenges and finding creative solutions.
• Proactively track requests and commonly occurring issues, reporting software bugs to the appropriate teams.
• Collaborate closely with the Support team by actively participating in team meetings and discussions.

Requirements

• Previous experience in a technical customer support role (or similar) for at least 1-2 years.
• Strong written and verbal communication skills.
• Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues.
• Resilience and resourcefulness to use the tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail.
• The ability to learn quickly to stay up to date on new features and product releases.
• The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs.

Nice to have

• Experience working in the Support function of a SaaS company.
• Experience supporting a US Payroll software.
• Experience working in the restaurant industry.
• Fluency in Spanish or French.

Culture & Benefits

• Opportunity to learn and grow, impacting a product shaping the future of the restaurant industry.
• Tackle real problems in a fast-moving, complex industry.
• Be part of a culture recognized among the best workplaces in North America.
• Access to benefits like health and dental, lifestyle spending accounts, and a flexible parental leave program.
• Hybrid work environment with offices in Saskatoon and Toronto, ensuring in-person collaboration and connection when possible.
• Flexible vacation policy and a ‘90 Day Shift’ program to work from (almost) anywhere.