Intermediate Customer Support Specialist (AI)

TL;DR

Intermediate Customer Support Specialist (AI): Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and mastering hirify.global products, including AI-powered solutions. Focus on troubleshooting complex problems, sharing knowledge with peers, and contributing to projects that enhance processes and service delivery.

Location: Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.

Salary: $62,100 to $73,000 to $83,900 CAD

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high-bar of performance.
• Mastering the hirify.global products, including core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges.
• Effectively using call & chat control and de-escalation techniques to handle difficult situations.
• Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds.
• Sharing knowledge with peers through coaching and consultations.
• Contributing to projects that enhance processes, service delivery, and team culture.

Requirements

• A strong customer focus and are eager to help customers succeed.
• Experience with web-based/SaaS applications.
• Experience in Legal, Accounting, Bookkeeping or other professional service industries.
• Familiar with Salesforce or similar CRM software.
• Proficient in Google Suite, Microsoft Office, and operating systems like Windows or Mac.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.