TL;DR

Customer Support Analyst: Delivering front-line support to customers navigating a leave management platform with an accent on issue resolution, documentation, and knowledge base contribution. Focus on troubleshooting low to medium complexity product areas and managing customer frustrations.

Location: Remote (United States)

Salary: $46,356 - $57,944 USD per year

Company

%hirify_global% is transforming the employee experience with secure, intuitive technology that helps employers manage complex moments in the workplace.

What you will do

Resolve customer inquiries independently via phone, email, and chat, ensuring customer understanding.
Troubleshoot and resolve customer issues across low to medium complexity product areas.
Document comprehensive case resolutions, root causes, and follow-ups in the ticketing system.
Contribute to internal and customer-facing knowledge bases by capturing solutions.
Escalate issues appropriately when they exceed scope, providing clear context.
Manage standard customer frustrations independently, utilizing de-escalation 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 roles.
Strong communication and interpersonal skills to explain technical solutions clearly.
Proven problem-solving and organizational abilities.
Customer-first mindset with empathy, patience, and attention to detail.
Ability to learn technical systems quickly and follow through on commitments.

Nice to have

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

Culture & Benefits

Opportunity to make an impact that matters, shaping the future of the modern workplace.
Flexible and remote-first environment with trust and autonomy.
Opportunities for growth and development, including learning resources and leadership programs.
Competitive rewards package, including comprehensive benefits, bonus program, and equity opportunities.
Flexible time off, paid holidays, and leave programs for work-life balance.
Inclusive culture that values every voice and celebrates collaboration.