Customer Support Analyst

TL;DR

Customer Support Analyst (Software): Delivering front-line support to customers using the leave management platform, resolving inquiries via phone, email, and chat with empathy and expertise. Focus on troubleshooting issues, documenting resolutions, and contributing to the knowledge base.

Location: Remote (United States)

Salary: 46,356 - 57,944 USD per year (US National)

Company

hirify.global is transforming the employee experience with secure, intuitive technology designed for HR professionals.

What you will do

• Resolve customer inquiries independently via phone, email, and chat.
• Troubleshoot and resolve customer issues across low to medium complexity product areas.
• Document comprehensive case resolutions and follow-ups in the ticketing system.
• Contribute to the internal and customer-facing knowledge base.
• Escalate issues appropriately, providing clear context and evidence-based rationale.
• Manage standard customer frustrations independently, de-escalating situations using established techniques.

Requirements

• Bachelor's degree in Business, Communications, Technology, or related field, or equivalent experience.
• 1–3 years of experience in customer support, help desk, or client-facing technology role.
• Strong communication and interpersonal skills with the ability to explain technical solutions clearly.
• Proven problem-solving and organizational abilities.
• Customer-first mindset with empathy, patience, and strong attention to detail.
• Adaptable, eager to learn, and collaborative in a dynamic team environment.

Nice to have

• Exposure to SaaS or HR technology solutions.
• Experience with ticketing systems such as Zendesk or Salesforce Service Cloud.

Culture & Benefits

• Impact that matters, shaping the future of the modern workplace.
• Flexibility and trust in a remote-first and results-driven environment.
• Growth and development with access to learning resources and leadership programs.
• Competitive rewards, comprehensive benefits, and equity opportunities.
• Flexible time off, paid holidays, and flexible leave programs.
• Inclusive culture where every voice is valued and collaboration is celebrated.