Associate Support Representative

TL;DR

Associate Support Representative: Serving as a primary point of contact for inbound customer inquiries and owner of complex technical cases with an accent on product expertise, troubleshooting, and best practice guidance. Focus on delivering timely, insightful, and technically sound resolutions and suggestions and enhancing customer satisfaction.

Location: Austin, United States (Hybrid)

Salary: $50,000-$64,400/year

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver great customer experiences that drive value for consumers and businesses.

What you will do

• Own customer inquiries end-to-end, providing timely, insightful, and technically sound resolutions and suggestions.
• Become a trusted product expert, mastering the dashboard, integrations, troubleshooting, and best practices.
• Drive increased product adoption by enabling customers to effectively utilize the platform and achieve desired outcomes.
• Collaborate with team members, Customer Success, Account Managers, Product, and Engineering to deliver seamless customer experiences.
• Proactively identify opportunities to enhance customer satisfaction and drive product adoption.
• Contribute to process improvements, internal enablement, and actively document and share knowledge.

Requirements

• Experience supporting technical products, ideally in SaaS or mobile application environments.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English.
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities.

Nice to have

• Experience with tools such as Postman, Snowflake, and/or Kibana.

Culture & Benefits

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Family services that include fertility benefits and equal paid parental leave.
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend.
• A curated in-office employee experience, designed to foster community, team connections, and innovation.
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching.
• Employee Resource Groups that provide supportive communities within hirify.global.
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®.