Customer Support Representative

TL;DR

Customer Support Representative: Providing technical assistance and resolving end-user inquiries for a cloud-based software platform with an accent on ticket management, error troubleshooting, and customer training. Focus on maintaining high customer satisfaction, identifying recurring issues for deflection, and collaborating with internal teams to improve product usability.

Location: Must be based in Cebu, Philippines (Hybrid work arrangement).

Company

hirify.global provides cloud-based solutions to over 20,000 mission-driven organizations to help them manage operations, fundraising, and community engagement.

What you will do

• Provide timely responses to customer inquiries via the ticketing system.
• Identify and replicate software errors and defects to ensure effective resolution.
• Collaborate with the team to provide solutions and support management decision-making.
• Train customers on software features via phone and email.
• Create knowledge base articles to reduce ticket volume and resolve recurring issues.

Requirements

• Must have legal eligibility to work in the Philippines without sponsorship
• High school diploma or equivalent, Bachelor's degree preferred.
• Minimum of 2 years of professional software support experience.
• Proficiency with Microsoft Office 365 applications.
• Strong troubleshooting and communication skills.
• Ability to prioritize multiple tasks and handle high-volume inquiries.

Culture & Benefits

• Hybrid work arrangement.
• Medical, dental, and optical benefits covering dependents.
• Flexible paid time off and sick leave.
• Company-paid life insurance.
• Purpose-driven, inclusive culture with a focus on work-life balance and community involvement.