Customer Support Agent (SaaS)

TL;DR

Customer Support Agent (SaaS): Delivering high-quality customer support, diagnosing, and troubleshooting common software issues via various communication channels with an accent on technical troubleshooting for POS software and hardware. Focus on accurate issue reproduction, efficient case management, and ensuring seamless resolution of customer issues.

Location: Must be based in Australia (remote or hybrid)

Company

hirify.global powers 11,000 hair and beauty salons using our software across the globe, aiming to capture 25% of the market globally and become a billion-dollar company.

What you will do

• Deliver high-quality, friendly, professional support to customers via phone, email, chat, and other channels.
• Diagnose and resolve common issues related to software functionality, login, settings, connectivity, billing and usability.
• Troubleshoot and resolve technical issues related to POS software and hardware, including remote access and network troubleshooting.
• Accurately reproduce customer issues in test environments and escalate complex issues to L2 or technical teams.
• Log all customer interactions, updates, and outcomes in the CRM or helpdesk system.
• Prioritise and manage assigned tickets to meet response and resolution SLAs.

Requirements

• 1+ year in customer service, support, or call center roles.
• Strong troubleshooting and analytical thinking skills.
• Familiarity with POS systems, related hardware, and basic network troubleshooting.
• Proficiency with support platforms (e.g., Zendesk, Slack) and remote access tools.
• Genuine desire to help customers succeed and resolve their issues efficiently.
• Ability to explain complex concepts clearly and concisely.

Nice to have

• SaaS or tech support experience.

Culture & Benefits

• 2 Wellness Days and an employee assistance program.
• 3 moving days for Phorest employees.
• Competitive Compensation and an Employee Share Purchase Scheme.
• 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
• Enhanced Maternity and Paternity Benefits.
• Extensive development opportunities and access to online resources like LinkedIn learning.
• Flexible work arrangements for a healthy work-life balance.