Associate Customer Support Specialist

TL;DR

Associate Customer Support Specialist (Customer Support): Providing basic technical assistance and user support to ensure customer success with the company’s cloud-based platform, with an accent on resolving service tickets and identifying recurring issues. Focus on troubleshooting errors, educating users, and maintaining high satisfaction scores through empathetic and proactive communication.

Location: Hybrid role (2-3 times a week in the Groton, CT office). Must be eligible to work in the United States without sponsorship.

Company

hirify.global provides cloud-based solutions to over 20,000 mission-driven nonprofits and associations worldwide to help them manage operations, engage communities, and grow revenue.

What you will do

• Respond to customer inquiries through the product ticket system in a timely and professional manner.
• Identify and replicate software errors or defects to assist with technical resolution.
• Provide training and guidance to customers via phone and email to ensure product success.
• Create knowledge base articles to address recurring issues and improve self-service deflection.
• Collaborate with internal teams to share customer feedback and improve product usability.

Requirements

• High school diploma or equivalent (Bachelor’s degree preferred).
• 1-2 years of professional customer service experience.
• Eligibility to work in the United States without sponsorship required.
• Proficiency in Microsoft Office 365 applications including Word, Excel, and Outlook.
• Strong verbal and written communication skills with excellent telephone etiquette.
• Ability to multitask and manage time effectively in a fast-paced environment.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Employer-paid parental leave and short-term disability.
• Flexible paid time off and generous sick leave policies.
• Purpose-driven work environment with a focus on community and professional development.