Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing user support and technical troubleshooting for the MC TRADE member-management platform with an accent on client training and platform configuration. Focus on resolving complex reported issues, collaborating with product development on bug fixes, and maintaining high-quality service standards.

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

Company

hirify.global provides purpose-driven organizations with cloud-based management tools to enhance community engagement, fundraising, and operations.

What you will do

• Build and maintain collaborative relationships with clients through responsive service
• Troubleshoot and resolve technical issues reported by clients
• Train users on the highly configurable member-management platform
• Provide status reports to clients regarding their support cases
• Work directly with the Product Development team to address bugs
• Manage tasks effectively in a fast-paced environment

Requirements

• Must be eligible to work in the Philippines without sponsorship
• Experience in customer service and technical support
• Proficiency in MS Office Suite including Word, PowerPoint, Excel, and Outlook
• Working knowledge of HTML and CSS
• Capability to explain technical jargon to non-technical users
• Effective communication and organizational skills

Nice to have

• Familiarity with SQL
• Experience supporting financial software
• Prior experience with software application support
• Proficiency in JavaScript
• Experience with software troubleshooting

Culture & Benefits

• Medical, dental, and optical benefits including dependents
• Flexible planned paid time off and sick leave
• Purpose-driven, inclusive work environment
• Hazard pay
• Company-paid life insurance