Customer Support Intern (SaaS)

TL;DR

Customer Support Intern (SaaS): Analyzing, documenting, and optimizing customer support processes and systems with an accent on improving how customer inquiries are handled, ensuring consistency, accuracy, and overall efficiency. Focus on applying analytical skills to real-world business challenges within a dynamic customer-focused environment.

Location: Office - Atlanta (Galleria), Tennessee, South Carolina, Georgia, United States

Company

hirify.global is a company in the Healthcare Software Business (HSB) providing industry-leading healthcare software-as-a-service (SaaS).

What you will do

• Analyze existing customer support workflows and identify areas for improvement.
• Document and standardize operational guidelines and procedures related to case handling and client-specific requirements.
• Assist in configuring and updating our CRM system (e.g., Salesforce) to reflect optimized routing rules and client support guidelines.
• Collaborate with support agents, managers, and other internal teams to gather requirements and ensure accurate implementation of process changes.
• Contribute to initiatives focused on improving data quality and consistency within our support systems.
• Develop clear and comprehensive documentation for support processes and system configurations, ensuring easy access and understanding for the team.

Requirements

• Currently pursuing a degree program in Business Administration, Information Systems, Operations Management, or a related analytical field.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Excellent written and verbal communication skills, with the ability to clearly articulate complex information.
• Familiarity with CRM systems (e.g., Salesforce) is beneficial.
• Ability to work independently on assigned tasks and collaborate effectively within a team environment.
• Strong organizational skills and the ability to manage multiple priorities.

Culture & Benefits

• Contribute to significant projects that directly improve the efficiency and effectiveness of a customer support organization.
• Gain practical experience in analyzing, documenting, and optimizing business processes, leading to tangible improvements.
• Enhance your skills in configuring and utilizing industry-standard CRM platforms like Salesforce.
• Develop a deeper understanding of customer support operations, the importance of data-driven decision-making, and how operational efficiency impacts customer satisfaction and business growth.
• Receive daily guidance and support from experienced Customer Support leaders and the Customer Support Manager, fostering your professional development.
• Work closely with various internal teams, including Account Managers and Sales, to ensure seamless support delivery.