Product Specialist

TL;DR

Product Specialist: Providing end-to-end technical support and issue resolution for high-value customers, with an accent on structured problem-solving, cross-functional collaboration, and maintaining high customer satisfaction. Focus on diagnosing technical issues, implementing effective solutions, and acting as the voice of the customer to internal teams.

Location: Remote (Global), with willingness to work in rotational shifts (including night shifts).

Company

hirify.global builds uncomplicated service software that delivers exceptional customer and employee experiences, trusted by over 72,000 companies globally.

What you will do

• Take complete ownership of customer-reported technical issues and drive resolution within defined SLAs.
• Diagnose and troubleshoot technical problems, identify root causes, and implement effective solutions or workarounds.
• Act as the voice of the customer while collaborating with internal Engineering, Product, and other cross-functional teams.
• Escalate complex issues following defined processes and ensure transparent communication throughout the lifecycle.
• Provide prompt, accurate, and actionable updates to customers across various channels.
• Create and maintain documentation, including FAQs and knowledge base articles, and accurate records of customer interactions.

Requirements

• 1-6 years of experience in a customer-facing or technical support role.
• Excellent written and verbal communication skills with strong clarity and structure.
• Strong customer empathy and a solution-oriented mindset.
• Technical aptitude with the ability to quickly learn new tools, products, and technologies.
• Familiarity with operating systems such as Windows, macOS, or Linux.
• Understanding the basics of networking: TCP/IP, DNS, DHCP, VPNs, firewalls.

Nice to have

• Experience in a SaaS product company.
• Basic knowledge of web technologies such as HTML, CSS, and JavaScript.
• Understanding of cloud platforms (AWS, Azure, or GCP).
• Familiarity with collaboration tools (Microsoft Teams, Zoom, Slack).

Culture & Benefits

• Part of a global workplace fostering diversity and equal opportunity for all employees.
• Environment that enables individuals to find true potential, purpose, and passion.
• Focus on customer and employee experience through uncomplicated software.
• Committed to a vibrant and richer work environment through diversity.
• Emphasis on real impact and fresh vision in software solutions.