Customer Support Specialist II

TL;DR

Customer Support Specialist II: Providing technical guidance and support to clients leveraging deep knowledge of hirify.global applications, with an accent on maximizing product value, driving adoption, and building strong relationships. Focus on troubleshooting software issues, improving support processes, and facilitating client financial solutions.

Location: Hybrid, working in a remote-first environment across North America (Canada & US) with up to 50% travel required across North America.

Company

hirify.global is a high-growth software company modernizing utilities with cloud-native customer service and operations platforms, serving 100+ utility clients across North America and the Caribbean.

What you will do

• Serve as a lead resource for clients transitioning from implementation projects to active production workflows.
• Work with the team to continuously improve documentation, support engagement, and client enablement.
• Research and troubleshoot software and technical issues.
• Contribute to and improve internal business processes for support-related client communication.
• Nurture client relationships to ensure a high level of satisfaction.
• Facilitate and architect solutions to client financial processes.

Requirements

• 1-2 years of experience in technical support, IT help desk, or a related field within the utility industry.
• Strong understanding of relational databases and SQL.
• Strong understanding of Application Programming Interfaces (API) and their real-world application.
• Experience working with Help Desk, Ticketing, or CRM Software (FreshDesk, Jira).
• Understanding of SaaS applications, cloud platforms, and web applications.
• Excellent communication and customer service skills.

Nice to have

• Knowledge of Reporting & Business Intelligence platforms.
• Familiarity with utility billing practices, rate structures, and regulatory requirements.
• Experience in finance, accounting, or related fields.
• Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure.
• Mastery of office productivity suites.

Culture & Benefits

• Remote-first environment with flexible working hours across North America.
• Competitive compensation package and comprehensive total wellness benefits (health, dental, vision, and life insurance).
• Generous PTO, Summer Friday half-days, and unlimited sick days.
• RRSP (Canada) and 401k (US) matching programs.
• $2,500 annual development fund, tuition assistance, and Book Bounty program.
• Annual company events and team offsites for connection.

Hiring process

• Stage 1: 30-minute Recruiter Interview.
• Stage 2: Take Home Assignment (3-day deadline) to assess problem-solving skills.
• Stage 3: 1-hour Final Interview with the Client Success Team.
• Stage 4: Reference checks and Job Offer.