Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing reliable technical support to customers using an enterprise SaaS platform, with an accent on reviewing and resolving support tickets and ensuring issues are addressed within agreed Service Level Agreements (SLAs). Focus on troubleshooting technical issues, providing guidance on platform usage, and collaborating with internal teams to deliver timely and accurate resolutions.

Location: Based in Sydney Hub (CBD), with an expectation to work from the office two days per week.

Salary: $62,600 to $73,700 to $84,800 AUD

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

• Build and maintain strong relationships with customers while delivering a high level of support and service.
• Maintain clear, proactive communication to ensure customers receive timely responses and updates on tickets.
• Develop a strong understanding of the hirify.global Operate (ShareDo) platform to effectively triage and resolve support issues.
• Prioritise and manage tickets within the Service Desk based on urgency and impact.
• Act as the first point of contact for support requests from new and existing customers.
• Assist in compiling monthly reports on Service Desk performance and ticket resolution.

Requirements

• 3+ years’ experience in a technical support, service desk, or application support role within a SaaS or software environment.
• A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements.
• Exemplary communication skills across both written and verbal interactions.
• Prior experience of working with cloud-based software or Azure hosted applications.

Nice to have

• Working knowledge of Microsoft SQL could be an advantage.
• Although not essential, previous experience of working within the legal industry could be beneficial.

Culture & Benefits

• 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.
• Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years