Product & Customer Support Agent

TL;DR

Product & Customer Support Agent: Providing support to customers using hirify.global's software solution, focusing on resolving issues and ensuring effective business operations. Focus on troubleshooting complex problems, maintaining customer satisfaction, and contributing to knowledge base materials.

Location: In-office position based in our office in Australia.

Company

hirify.global provides an all-in-one, cloud-based software solution for the beauty and wellness industry.

What you will do

• Receive inbound help requests from customers via phone, chat, and email.
• Own customer reported issues and see problems through to resolution.
• Consult with customers to ensure their business operations run effectively on hirify.global.
• Research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary.
• Provide peer mentorship to team members.
• Influence the direction of the product by providing feedback about challenges customers have with using our product.

Requirements

• Minimum of 6+ years in a customer-facing, English-speaking service role requiring frequent customer engagement; candidates supporting hospitality or retail backgrounds are strongly preferred.
• Experience running a Point-of-Sale or reservations system.
• Experience as L2/L3 support agent supporting complex software applications is highly desired. Proven experience handling complex customer issues and escalations beyond front-line (L1) support.
• A technology-centric background supporting software solutions with demonstrated curiosity and self-learning.
• Ability to listen to customer/support specialist requests and quickly develop a plan of action to address the issue.
• _Availability to Work weekends and late shifts_

Culture & Benefits

• Be part of an innovative company that is revolutionizing the wellness and beauty industry.
• Work with a dynamic and diverse team that values collaboration, creativity, and growth.
• Opportunity to lead impactful projects and help shape the global success of hirify.global’s platform.
• Attractive compensation.
• Regular social activities, and opportunities to give back through social work and community initiatives.