Platinum Support Representative, Tier 2 (AI)

TL;DR

Platinum Support Representative, Tier 2 (AI): Providing fast and accurate support to users and partners, handling inquiries from simple product questions to complex technical issues with an accent on troubleshooting and issue resolution. Focus on maintaining SLAs, quality assurance scores, and ticket completion targets while working effectively with internal teams.

Location: Kitchener, Canada

Salary: $57,000 - $72,000 CAD

Company

hirify.global is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers.

What you will do

• Deliver fast and accurate support to users and partners, handling inquiries from simple product questions to complex technical issues.
• Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution.
• Work effectively with internal teams, including Sales, Engineering, and Product Management.
• Maintain the set SLA for each partner, Platinum support customer, and general support interaction.
• Maintain the required Quality Assurance score for the Platinum Support team.
• Maintain the targeting number of tickets completed every week and strive for one-touch resolve.

Requirements

• College degree is required (technical degree is preferred).
• Minimum of 5 years in customer support (additional work experience in a technical field is preferred).
• Strong preference to having worked in the past for a well-known US company in support.
• Good home computer and internet connectivity a must (will be verified).
• Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors).

Culture & Benefits

• hirify.global offers competitive benefits and perks, alongside a robust training program.
• Offices are designed to be inclusive, offering a vibrant environment to cultivate collaboration and connection.
• Exceptional culture, recognized repeatedly as a certified Great Place to Work.