Customer Support Specialist

TL;DR

Customer Support Specialist (SaaS): Providing top-tier customer service to platform customers by managing the helpdesk, crafting communications, and automating tasks. Focus on building relationships and leveraging data to drive effective solutions and scalable enterprise growth.

Company

hirify.global is a company delivering the best in customer service to all of its platform customers and supporting the day-to-day operations of a global team.

What you will do

• Review, triage, and respond to customer and internal support tickets as part of the hirify.global help desk workflow.
• Leverage established processes and procedures for a high volume of information requests.
• Act as an escalation point for internal and external stakeholders.
• Assist the Customer Support Manager in optimizing success and support processes and ensure support quality.
• Build and maintain cross-functional relationships to drive productivity and increase overall Platform Operations KPIs and Customer Retention.
• Provide excellent customer experiences to delight customers in every interaction.

Requirements

• Customer success / support experience typically obtained in 2-4 years; candidates with experience in enterprise service helpdesk and SaaS offerings will be given priority consideration.
• Solid organizational & prioritization ability; proven ability to work effectively on multiple projects simultaneously.
• Excellent client-facing communications - both written & verbal. Ability to work with customers to prioritize and document challenges, articulate creative product solutions that will fit specific requirements, and communicate expectations back to customers. Ability to ask leading questions to identify the root of a problem.
• Skilled in communicating system requests/issues/improvements/enhancements to cross-functional teams and following through with customers on resolutions.
• Dedication to improving processes and workflows, including but not limited to support procedures and managed services for the hirify.global platform.
• Experience using systems such as Zendesk and/or Salesforce.
• Written and spoken fluency in English
• Willingness to work an alternative work schedule, including early morning or overnight shifts

Culture & Benefits

• Community-driven culture with employee events
• Generous time off
• Best-in-class benefits
• Fun, modern workspace
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture.