Associate Customer Support Specialist (SaaS)

TL;DR

Associate Customer Support Specialist (SaaS): Providing technical assistance for a Learning Management System with an accent on troubleshooting hardware, software, and browser-related issues. Focus on delivering high-quality support to end-users and administrators via ticketing and phone, ensuring platform success through collaborative technical triage.

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

Company

hirify.global provides mission-critical, cloud-based software solutions to over 20,000 purpose-driven organizations, specializing in fundraising, event management, and education technology.

What you will do

• Provide technical support to platform end-users and administrators via phone and tickets
• Troubleshoot hardware, internet connectivity, browser requirements, and webinar access issues
• Collaborate with internal technical teams to enhance platform knowledge and service offerings
• Track and manage customer inquiries in the ticketing system with accurate, detailed notes
• Triage and debug customer issues, providing workarounds whenever possible
• Escalate technical inquiries to Tier 2 and Tier 3 teams with clear, detailed documentation

Requirements

• Must have the right to work in the Philippines without sponsorship
• Proficiency in written and spoken English is required
• 1+ years of experience in customer support roles
• Strong computer fluency with both PC and Mac operating systems
• Experience with support platforms like Salesforce, Freshdesk, or Zendesk
• Availability to work off-hours, including nights and weekends when required

Nice to have

• Previous experience working with SaaS solutions

Culture & Benefits

• Hybrid work arrangement
• Medical, dental, and optical benefits for employees and dependents
• Flexible paid time off and sick leave policies
• Inclusive and purpose-driven work environment
• Company-paid life insurance coverage
• Hazard pay