Support Analyst

TL;DR

Support Analyst: Providing excellent customer service and addressing inquiries via phone, chat, and email with an accent on client communication and problem-solving. Focus on documentation of client interactions, becoming an expert in security practices, and assisting with product development by testing new features and bug fixes.

Location: Singapore

Company

hirify.global connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit.

What you will do

• Provide timely and accurate front-line support for all customers.
• Proactively follow-up with your clients and stay actively engaged from the day a case is opened.
• Engage with clients real-time via email and phone or zoom.
• Keep documentation of client interactions so that you and your teammates can identify and address trends through process improvement.
• Maintain an in-depth understanding of the software platform as well as all of hirify.global’s business units.
• Assist with product development by testing new features and bug fixes as well as surfacing customer feedback.

Requirements

• Fluent in English with strong written and verbal communication skills
• Experience working in a client facing role, preferably a call-center or similar style work environment
• Customer Obsessed: Care deeply and passionately about the customer experience, and is able to maintain customer satisfaction scores even when case volume is high
• Problem Solver: Driven to help and solve problems both for your clients and your team
• Ownership: Take ownership of problems and enjoy making contributions to process improvements
• Adaptable: Able to thrive in ambiguous environments and be nimble to changes

Culture & Benefits

• Opportunity to make a significant impact on the business in the region as one of the first few hires on the APAC Customer Support team.
• Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation.
• Be part of a team whose mission is to provide excellent customer service by leveraging our knowledge of equity and hirify.global to reduce customer effort and empower clients to efficiently manage their ownership.