Customer Support Analyst

TL;DR

Customer Support Analyst: Resolving customer inquiries and troubleshooting product issues for a leave management platform with an accent on empathetic communication and thorough documentation. Focus on continuously strengthening product knowledge, communication, and troubleshooting skills in a fast-moving environment.

Location: Remote (United States)

Salary: $46,356 - $57,944 USD per year

Company

hirify.global transforms the employee experience with secure, intuitive technology to bring humanity, certainty, and efficiency to the workplace.

What you will do

• Resolve customer inquiries via phone, email, and chat with clear, empathetic communication.
• Troubleshoot low to medium complexity product issues using established resources and documentation.
• Document case resolutions, root causes, and follow-up actions thoroughly in the ticketing system.
• Contribute to internal and customer-facing knowledge bases by identifying documentation gaps.
• Escalate issues appropriately when they exceed scope, providing clear context.
• Apply feedback constructively to continuously strengthen product knowledge and skills.

Requirements

• Bachelor's degree in Business, Communications, Technology, or equivalent work experience.
• 1–3 years of experience in customer support, help desk, or a client-facing technology role.
• Strong communication and interpersonal skills, with the ability to explain technical solutions in plain language.
• Solid problem-solving and organizational abilities with a sharp attention to detail.
• A customer-first mindset grounded in empathy, patience, and follow-through.
• Adaptability and a genuine eagerness to learn in a fast-moving environment.

Nice to have

• Exposure to SaaS or HR technology solutions.
• Experience with ticketing systems such as Zendesk or Salesforce Service Cloud.

Culture & Benefits

• Remote-first and results-driven work environment offering flexibility and trust.
• Opportunities for growth and development through learning resources and leadership programs.
• Competitive rewards including comprehensive benefits, a performance-based bonus program, and equity opportunities.
• Flexible time off, paid holidays, and flexible leave programs to support work-life balance.
• Inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.