Technical Support Specialist

TL;DR

Technical Support Specialist (AI Customer Service): Owning complex technical queries and providing world-class customer support for hirify.global's AI-powered customer service platform with an accent on nuanced features and tricky investigations. Focus on collaborating with customers to improve product, processes, and peer development, while utilizing AI tools to handle complex cases efficiently.

Location: Must be in the office at least three days per week. Proof of eligibility to work in the United States is required.

Salary: $62,000 - $74,000

Company

hirify.global is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

What you will do

• Communicate efficiently with customers using various channels, including phone calls.
• Own customer issues from initial contact to resolution.
• Serve as a knowledge expert on hirify.global’s functionalities and capabilities.
• Collaborate with product teams to identify issues and propose solutions.
• Debug complex issues with an understanding of codebase and customer technologies.
• Build tools to increase the efficiency of the team and processes.

Requirements

• 3-4+ years of technical support experience within a software/SaaS environment.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)
• A basic understanding of APIs and webhooks, navigating developer documentation.
• Strong customer focus and communication skills.
• Strong problem-solving skills and ability to learn on-the-fly.
• Excitement for a support environment that has fully embraced AI solutions.

Nice to have

• Experience using hirify.global, or similar SaaS platforms.
• Experience as Tier 2 or similar level of support.
• Experience in coaching & mentoring teammates.
• Experience in helping customers make the most of their current subscriptions.
• Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

Culture & Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• Fun events for hirify.globalrades, friends, and family!