Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Diagnosing and managing incidents related to hirify.global's platform with an accent on troubleshooting complex issues and improving internal support processes. Focus on working alongside Customer Experience teams, identifying top customer issues, and suggesting product enhancements.

Location: Barcelona, Spain

Salary: 23.000 € - 27.000 €

Company

hirify.global is building the leading business management software for companies of all sizes, centralizing key workflows across HR, finance, and operations.

What you will do

• Learn the hirify.global’s platform in detail.
• Diagnostic and triage of complex issues and report them to the Development team.
• Manage a queue of incidents in an effective way based on SLAs and defined prioritization formula.
• Consolidate knowledge base to improve first-level resolution and workflows.
• Work alongside Customer Experience teams as a Main Point of Escalation.
• Build reports and dashboards to track case trends and identify the top customer issues.
• Help improve the hirify.global product by suggesting enhancements.

Requirements

• 2+ Years Experience in a similar role, preferably in a SaaS company.
• Technically competent at troubleshooting and able to understand and talk with people across the organization, from lead engineers to non-technical frontline staff.
• Be able to communicate effectively with customers and internal teams.
• Highly skilled at researching, troubleshooting and solving complex issues Experience and understanding in the following technologies: API, Postman, HTML, CSS, Javascript, databases, etc is a plus
• Fluent English are required for the role! Spanish is a plus!

Culture & Benefits

• High growth, multicultural and friendly environment
• Alan private health insurance
• Healthy life with Wellhub (Gyms, pools, outdoor classes)
• Save expenses with Cobee
• Language classes
• Breakfast in the office and organic fruit