Technical Customer Care Representative (SaaS)

TL;DR

Technical Customer Care Representative (SaaS): Providing high-quality technical support for an end-to-end homecare platform with an accent on diagnosing complex user issues and delivering exceptional service to B2B partners. Focus on troubleshooting software functionality, documenting interactions in Salesforce, and ensuring client success through clear, professional communication.

Location: Must work on-site in Miami, Florida

Salary: $23.00–$28.00 per hour

Company

hirify.global is a leading technology platform providing comprehensive end-to-end homecare solutions for patients, providers, and managed care organizations.

What you will do

• Provide technical assistance to customers via phone, email, and chat with a customer-centric focus.
• Analyze customer challenges through discovery questions to determine optimal resolution paths.
• Articulate complex technical concepts clearly to non-technical users to maximize platform adoption.
• Escalate critical bugs and complex defects to engineering and support leadership.
• Maintain detailed documentation of all interactions in Salesforce Service Cloud.
• Collaborate with Quality Assurance to improve personal performance and CSAT scores.

Requirements

• Must be based in or able to commute to Miami, FL
• Fluency in English and Spanish is required
• 2+ years of technical customer support experience in a SaaS environment
• Strong problem-solving skills and ability to thrive in a fast-paced setting
• Proven ability to communicate complex concepts clearly and professionally
• Demonstrated experience in a client-facing B2B environment

Nice to have

• Experience supporting SMB clients
• Familiarity with platforms offering freemium models
• Prior experience with the hirify.global mobile app

Culture & Benefits

• Comprehensive health insurance plans
• 401(k) retirement program with company-elected match
• Paid time-off and company-paid holidays
• Professional growth opportunities in the healthcare technology sector
• Shift premium for qualifying hours