Customer Support Representative

TL;DR

Customer Support Representative (Software): Providing timely user support and resolving technical inquiries for a cloud-based platform with an accent on ticket management, error replication, and customer education. Focus on delivering empathetic service, maintaining high satisfaction scores, and reducing ticket volume through effective knowledge base utilization.

Location: Must be based in Cebu, Philippines. Role is hybrid.

Company

hirify.global provides cloud-based solutions and services tailored to mission-driven nonprofits and associations to enhance community engagement and operational efficiency.

What you will do

• Respond to customer inquiries via a product ticket system in a timely and professional manner.
• Identify, replicate, and resolve software errors and defects in collaboration with the team.
• Train new and existing customers on product usage through email and phone communication.
• Provide actionable customer feedback to management during team meetings to improve product decision-making.
• Develop knowledge base articles and solutions to proactively reduce incoming support ticket volume.

Requirements

• High school diploma or equivalent (Bachelor’s degree preferred).
• 1-2 years of customer service experience preferred.
• Must be eligible to work in the Philippines without sponsorship.
• Strong verbal and written communication skills with professional telephone etiquette.
• Basic technical proficiency with Office 365 and ability to learn new software applications.
• Organizational skills with the ability to handle multiple tasks and prioritize work.

Culture & Benefits

• Comprehensive medical, dental, and optical benefits covering dependents.
• Flexible planned paid time off and sick leave.
• Hybrid work arrangement providing balance.
• Company-paid life insurance coverage.
• Inclusive, purpose-driven culture with a focus on community involvement.