Support Specialist

TL;DR

Support Specialist: Providing reliable, high-quality application support to customers for software products with an accent on troubleshooting software issues, answering complex customer questions, and collaborating with internal teams for efficient problem resolution. Focus on diagnosing and resolving software issues, contributing to internal and customer-facing knowledge bases, and delivering timely resolutions.

Location: Remote (United States - Maine)

Company

hirify.global provides software products and services.

What you will do

• Provide technical support to customers primarily via phone and email.
• Diagnose and troubleshoot software issues, working collaboratively with other support team members.
• Document issues, solutions, and workflows by contributing to internal and customer-facing knowledge base articles.
• Learn, understand, and support a variety of software applications.
• Assist with customer training and guidance related to software functionality, as needed.
• Identify trends or recurring issues and escalate them appropriately while maintaining ownership.

Requirements

• Strong customer focus with a patient and professional approach.
• Clear and effective verbal and written communication skills.
• Ability to diagnose and troubleshoot software issues.
• Two or more years of experience in a technical support and/or customer service environment preferred.
• Ability to work independently while also contributing effectively as part of a team.
• Strong typing skills and general computer proficiency.

Culture & Benefits

• Work in a fast-paced environment with changing priorities.
• Opportunity and willingness to learn new technologies.
• Strong teamwork and peer collaboration skills.
• Professional and friendly demeanor with the ability to build rapport with customers.