Intermediate Customer Support Specialist (AI)

TL;DR

Intermediate Customer Support Specialist (AI): Handling inbound customer requests and mastering hirify.global's AI-powered legal technology products to provide expert guidance and troubleshooting. Focus on proactively solving complex customer challenges, de-escalating difficult situations, and contributing to process improvements.

Location: Hybrid in Burnaby, Calgary, or Toronto, Canada (in-office minimum twice per week)

Salary: CAD $62,100–$83,900

Company

hirify.global is a leading legal AI technology company focused on empowering legal professionals and increasing access to justice.

What you will do

• Handle inbound customer requests via phone, chat, and email, ensuring high satisfaction.
• Master hirify.global's products, including AI-powered solutions, to proactively solve challenges.
• Utilize call and chat control and de-escalation techniques for difficult situations.
• Troubleshoot and resolve technical issues with internal teams, conducting root cause analysis.
• Share knowledge, mentor new hires, and promote self-help resources.
• Capture product feedback and contribute to projects enhancing service delivery and team culture, especially with new AI tools.

Requirements

• A strong customer focus and eagerness to help customers succeed.
• Collaborative team player, self-starter, and skilled communicator.
• Technically adept and quick to grasp new concepts, especially related to AI.
• Skilled at multitasking, prioritizing, and managing time effectively.
• Experience with web-based/SaaS applications.
• Familiarity with Salesforce or similar CRM software.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Hybrid work environment with flexible time off (20 days encouraged).
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program.
• Commitment to Diversity, Inclusion, Belonging, and Equity (DIBE).