Customer Solutions Analyst (Customer Support)

TL;DR

Customer Solutions Analyst (Customer Support): Providing technical guidance and support to hirify.global customers and partners, with an accent on maintaining brand reputation and optimizing product usage. Focus on resolving complex technical issues, managing customer expectations, and acting as an escalation point for frontline teammates.

Location: This is a hybrid role based in Manila or Pune, providing support primarily for the English-speaking APAC region.

Company

hirify.global is the world's leading open hotel commerce platform, helping accommodation owners find and book more guests online.

What you will do

• Provide technical support for hirify.global products and services to internal and external customers.
• Build strong customer relationships by delivering exceptional support via phone, chat, and other channels.
• Understand customer requirements, set expectations, and resolve issues efficiently while meeting KPIs and SLAs.
• Act as a technical expert, identifying issues and communicating requirements internally.
• Serve as an escalation point, guiding frontline teammates or resolving complex issues directly.

Requirements

• Experience in a technical support role with strong customer service skills and a solid technical foundation.
• Tech-savvy with the ability to understand and troubleshoot complex technical issues.
• Fluent English communication, both written and verbal, is required.
• Strong analytical skills to quickly assess problems, identify root causes, and implement effective solutions.
• Ability to diagnose and troubleshoot browser, connectivity, and software issues.
• Excellent interpersonal skills for engaging with customers and internal teams.

Culture & Benefits

• Equity packages to be part of the hirify.global journey.
• Hybrid working model (in-office & from home).
• Mental health and well-being initiatives.
• Generous parental leave policy.
• Paid birthday, study, and volunteering leave every year.
• Sponsored social clubs, team events, and celebrations.
• Investment in personal growth, offering training for advancement.