Product Support Specialist

TL;DR

Product Support Specialist: Providing best-in-class support to paid customers and resolving a variety of issues with an accent on problem-solving with technical teams and improving workflows. Focus on reproducing customer issues, performing initial triage, and filing software defects with Engineering.

Location: Hybrid in Seoul, South Korea

Company

hirify.global provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work.

What you will do

• Work closely with paid customers providing best-in-class support to meet customers’ expectations.
• Collaborate cross-functionally with partners to share customer insights, unblock urgent issues, and contribute to improving support workflows.
• Reproduce customer issues, perform initial triage, and file software defects with Engineering.
• Consistently meet quality and productivity expectations and manage to key performance metrics.
• Identify recurring issues and contribute improvements to macros, internal documentation, and troubleshooting guides.
• Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.

Requirements

• You have at least 2 years of experience working in technical support, customer service or something similar.
• You have native fluency in Korean.
• You are a fluent communicator in English.
• You have strong communication skills and can work with both technical and non-technical audiences.
• You have strong analytical, debugging, and problem-solving skills.
• You are able to collaborate effectively with peers and across teams that are located in multiple offices.

Nice to have

• You have experience with Zendesk or similar ticketing system.
• You have previous experience supporting a market at an early stage and/or being part of a startup team.
• You have experience troubleshooting SSO, SAML issues, APIs and similar open source technologies.

Culture & Benefits

• We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers.
• If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.
• hirify.global is proud to be an equal opportunity employer.