Product Support Specialist I

TL;DR

Product Support Specialist (SaaS): Providing exceptional customer service for hirify.global professionals in the U.S. and Canada, answering software and subscription questions, and assisting with advertising campaigns. Focus on reducing churn and increasing software engagement by identifying customer pain points and providing resolutions, training, and proactive engagement.

Location: Must be a permanent resident in AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA

Salary: Base pay rate is $20.55 per hour (other locations), $22.83 per hour (CA, WA, OR), variable target is $3,600

Company

hirify.global is the leading platform for home remodeling and design, providing an all-in-one software solution for industry professionals and tools for homeowners.

What you will do

• Quickly respond to hirify.global professionals via inbound phone line or case rotation, providing superior customer service.
• Support all teams in the Industry Solutions channel to ensure the best service to reduce churn and increase software engagement.
• Answer software questions on program performance and functionality.
• Handle cancellations, upgrades, and renewals, working with the Client Retention Specialist team to resolve subscription requests.
• Uncover hirify.global profile and marketing areas of improvement for Ultimate pros, assist with questions about leads, and help manage their subscription.
• Train professionals on the software through Zoom meetings.

Requirements

• At least 6 months to 2 years of technical and/or subscription-based support experience.
• Customer service experience.
• Focus on engaging professionals in the software to ensure adoption and retention.
• Strong written and verbal communication skills.
• Strong listening skills to easily identify customer pain points and resolve questions/concerns.

Nice to have

• Tech-savviness to conduct presentations virtually and troubleshoot complications.
• Organizational skills to work efficiently through a high volume of requests in a fast-paced environment.
• Resourcefulness and multi-tasking.
• Tenacity to exceed monthly objectives.
• Excellent references from managers.

Culture & Benefits

• Paid Time Off (PTO).
• Home internet stipend.
• Medical, dental, and vision benefits.
• Maternity/paternity leave program.
• Employee Assistance Program (EAP).
• Professional Development Reimbursement Program.
• 401(k) retirement savings plans (Pre-Tax and Roth).
• Flexible Spending Accounts (FSA) - Medical & Dependent Care.
• Health Savings Account (HSA) with company contribution.
• Healthy at hirify.global program.