Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing top-tier service and support to users of accounting software via email, in-app chat, and phone channels with an accent on resolving customer issues in a professional and timely manner. Focus on developing a sound understanding of software features and improving support processes.

Location: In-office, MWF in South Jordan, UT

Company

hirify.global is a fast-growing SaaS company in Draper, Utah building simple, efficient software for accounting firms.

What you will do

• Anticipate and resolve customer issues in a professional and timely manner.
• Provide superior customer service and remote troubleshooting assistance.
• Take ownership of customer issues and advocate for their needs.
• Develop a sound understanding of current and upcoming features.
• Drive value to customers by informing them of new resources and products.
• Help improve and perfect processes across the support organization.

Requirements

• A self-starter with desire to take ownership of the role.
• Tech-savvy with the ability to learn software and new tools quickly.
• Organizational skills, creativity, and a solution-oriented focus.
• Willingness to learn about the tax resolution industry and IRS forms.
• Excellent written and verbal communication skills in the English language.
• Ability to type at 50 wpm or faster.

Nice to have

• Experience in support ticketing systems.
• Previous customer service and support experience.
• 2-3 years experience in a call center environment.
• Experience in the accounting & tax software space.

Culture & Benefits

• Flexible Paid Time Off and 10 company holidays.
• Health Benefits including Medical, Dental, and Vision and an HSA Match.
• 401(k) with a 100% match up to 3% of your contribution.
• Access to Impact Suite & Employee Assistance Program (EAP) for mental health.
• Paid New Parent Leave & Birthing Parent Leave.
• Peer-to-peer recognition program.

Hiring process

• 20-minute phone call with the People Team.
• 45-60 minute video or in-person interview with the Hiring Manager.
• 1-3 rounds of interviews depending on the role.
• Final Interview.