Technical Support Analyst (SaaS)

TL;DR

Technical Support Analyst (SaaS): Providing application support and service for Enterprise SaaS customers in the EMEA region with an accent on problem-solving and customer communication. Focus on diagnosing, troubleshooting, and resolving technical issues in a timely manner.

Location: London, UK

Company

hirify.global is the global leader in Workforce Intelligence that powers every people decision.

What you will do

• Collaborate with customers to transform business problems into product customizations.
• Act as a product expert for hirify.global’s SaaS product and services.
• Provide timely support to customers according to the issue severity and SLA.
• Monitor cases in the ticketing system and ensure timely resolution and closure.
• Create knowledge-based articles and documentation for support team members and customers.
• Coordinate Customer Service functions to diagnose, troubleshoot, and solve clients' technical issues.

Requirements

• Minimum 3 years’ experience in a technical, customer-facing support role.
• Post-secondary education in a related field, or equivalent.
• Strong knowledge of data and database management systems.
• Strong analytical and problem-solving skills.
• Experience supporting/troubleshooting browser-based software solutions.
• Excellent interpersonal and communication skills.

Culture & Benefits

• Centrally located, modern office with quick access to public transit.
• Annual company All Hands in Vancouver.
• Competitive salary, and top-tier health and wellness benefits.
• Stock options and/or bonus based on your role, location, and employment type.