Customer Support Specialist I

TL;DR

Customer Support Specialist I: Providing first-level support for hirify.global's utility applications with an accent on troubleshooting, documenting solutions, and collaborating with internal teams. Focus on identifying expected results when troubleshooting bugs and being resourceful in issue navigation and analysis.

Location: Hybrid within Canada, with multiple location options including Vancouver, Manitoba, Halifax, New Brunswick, Nova Scotia, Newfoundland & Labrador, Ontario, Prince Edward Island, and Saskatchewan.

Company

hirify.global is revolutionizing how utilities serve their communities with a cloud-native platform built specifically for modern utilities.

What you will do

• Provide first-level support to clients via email, client portal, and phone/zoom.
• Troubleshoot and resolve technical issues related to hirify.global applications.
• Document client interactions, issues, and resolutions in the support ticketing system.
• Collaborate with cross-functional teams to improve support processes and product quality.
• Monitor system performance and proactively identify potential issues.
• Stay updated on product releases, changes, and best practices.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience with help desk or ticketing systems (e.g., Zendesk, Jira, Freshdesk).
• Exposure to SaaS applications and cloud-based technologies.
• Familiarity with ITIL processes and best practices.

Culture & Benefits

• Remote-first environment with flexible working hours across North America.
• Comprehensive compensation package that grows with you.
• Health, dental, vision, and life insurance from day one.
• Generous PTO, Summer Friday half-days, and unlimited sick days.
• Annual development fund, tuition assistance, and Book Bounty program.
• Annual company events and team offsites that bring us together.

Hiring process

• Stage 1: 30-minutes Recruiter Interview
• Stage 2: Take Home Assignment
• Stage 3: 1-hour Final Interview