Customer Support Specialist I (Saas)

TL;DR

Customer Support Specialist I (SaaS): Providing first-level support to clients using hirify.global’s applications with an accent on troubleshooting and documenting solutions. Focus on resolving technical issues and collaborating with cross-functional teams to improve support processes.

Location: Requires up to 50% travel across North America and primarily operates in the Eastern Time Zone (EST) to support our client base.

Company

hirify.global is modernizing how utilities serve their communities with a cloud-native customer service and operations platform.

What you will do

• Provide first-level support to clients via e-mail, client portal, and phone/zoom.
• Troubleshoot and resolve technical issues related to hirify.global applications.
• Document client interactions, issues, and resolutions in the support ticketing system.
• Collaborate with cross-functional teams to improve support processes and product quality.
• Monitor system performance and proactively identify potential issues.
• Stay updated on product releases, changes, and best practices.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience with help desk or ticketing systems (e.g., Zendesk, Jira, Freshdesk).
• Exposure to SaaS applications and cloud-based technologies.
• Strong understanding of relational databases and SQL.

Culture & Benefits

• Remote-first environment with flexible working hours across North America.
• Comprehensive compensation package that grows with you.
• Health, dental, vision, and life insurance from day one.
• Generous PTO, Summer Friday half-days, and unlimited sick days.
• $2,500 annual development fund, tuition assistance, and Book Bounty program.
• Annual company events and team offsites that bring us together.

Hiring process

• Stage 1: 30-minutes Recruiter Interview
• Stage 2: Take Home Assignment
• Stage 3: 1-hour Final Interview