Customer Support Specialist

TL;DR

Customer Support Specialist (SaaS): Providing technical assistance and user training for a member-management platform with an accent on issue troubleshooting and client relationship management. Focus on mastering software functionality, collaborating with product teams to resolve bugs, and delivering high-quality support in a fast-paced environment.

Location: Must be based in Cebu, Philippines. Role follows a hybrid work arrangement.

Company

hirify.global provides mission-driven nonprofits and associations with cloud-based software solutions to manage communities, operations, and fundraising.

What you will do

• Troubleshoot and resolve client-reported technical issues.
• Train clients on the usage of the member-management platform.
• Build and maintain collaborative relationships through responsive customer service.
• Provide status reporting on active support cases.
• Work closely with the Product Development team to report bugs and suggest product enhancements.
• Manage time effectively to handle multiple tasks in a fast-paced environment.

Requirements

• Must be eligible to work in the Philippines without sponsorship.
• 1-2 years of customer service experience, ideally in a call-center environment.
• Strong technical proficiency in Microsoft Office 365.
• Experience with HTML and CSS.
• Ability to explain technical jargon to non-technical users.
• Excellent verbal and written communication skills in English.

Nice to have

• Prior experience supporting software applications.
• Relevant work experience in tech-focused customer service.

Culture & Benefits

• Medical, dental, and optical benefits (including dependents).
• Flexible paid time off and sick leave.
• Company-paid life insurance coverage.
• Inclusive, purpose-driven work environment with a focus on work-life balance.
• Opportunity for community involvement.
• Hazard pay included.