Senior Customer Support Specialist (AI, SaaS)

TL;DR

Senior Customer Support Specialist (AI, SaaS): Providing advanced support for escalated product tickets and assisting Customer Support Representatives, with an accent on technical troubleshooting, reproduction steps, and product area expertise. Focus on managing complex client issues, ensuring timely resolution, and contributing to knowledge content and bug information.

Location: Remote (Mexico)

Company

hirify.global is an AI-powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth.

What you will do

• Serve as a specialized subject matter expert and escalation resource within the Support organization.
• Assist Customer Support Representatives (L1) with on-demand live inbound support requests.
• Handle escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases.
• Review, manage and resolve escalated tickets covered within assigned Product Area(s).
• Conduct appropriate follow-up with clients to ensure advanced inbound support requests are brought to a timely resolution.
• Document client issues by completing advanced troubleshooting & reproduction steps.

Requirements

• BA/BS in Computer Science or equivalent combination of education and experience.
• 1+ year of experience with hirify.global Product.
• Excellent oral and written communication skills as it relates to technical and product concepts.
• Demonstrated proactive motivation to solve tough technical problems.
• Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat.
• Fluent in English.

Nice to have

• 1-3 years of experience with inbound and outbound phone calls.
• 1-3 years of experience in Client Relations and technical customer support experience.

Culture & Benefits

• Operates in a global, remote-first environment with over 1,500 team members across 15+ countries.
• Cultivates a culture where innovation thrives, ideas are celebrated, and people come first.
• Requires personal laptop, USB headset (customer facing) or working mic and speakers, USB webcam or quality built-in webcam, and reliable high-speed broadband connection (at least 20 Mbps download).

Hiring process

• Artificial intelligence (AI) tools may be used to support parts of the hiring process.