Customer Support Specialist I

TL;DR

Customer Support Specialist I (PST): Providing first-level technical support for hirify.global's applications, troubleshooting issues, and documenting solutions with an accent on relational databases, APIs, and help desk systems. Focus on resolving technical problems, escalating complex issues, and improving support processes in a dynamic SaaS environment.

Location: Remote-first across North America, operating primarily in the Pacific Time Zone (PST). Requires up to 50% travel across North America.

Company

hirify.global is a high-growth software company specializing in cloud-native customer service and operations platforms for the utility industry across North America and the Caribbean.

What you will do

• Provide first-level technical 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.
• Escalate complex issues to senior team members when necessary.
• Collaborate with cross-functional teams to improve support processes and product quality.
• Stay updated on product releases, changes, and best practices.

Requirements

• 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 (e.g., FreshDesk, Jira).
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Strong analytical, problem-solving, and communication skills.
• Ability to work in the Pacific Time Zone (PST) and travel up to 50% across North America.

Nice to have

• Familiarity with utility billing practices, rate structures, and regulatory requirements.
• Knowledge of Reporting & Business Intelligence platforms.
• Understanding of Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure.
• 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, MacBook + $500 home workspace fund.
• Health, dental, vision, and life insurance from day one.
• 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.

Hiring process

• Stage 1: 30-minute Recruiter Interview to discuss background and role.
• Stage 2: Take Home Assignment (3-day deadline) to assess skills.
• Stage 3: 1-hour Final Interview with the Client Success Team to discuss the assignment and skills.
• Stage 4: Reference checks and offer extension.