Customer Support Specialist (AI)

TL;DR

Customer Support Specialist (AI): Handling inbound customer requests via phone, chat, and email, ensuring an effortless customer experience with hirify.global’s legal AI technology with an accent on troubleshooting technical product issues and providing training solutions. Focus on proactively solving customer challenges and contributing to service delivery improvements.

Location: Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.

Salary: $62,600 to $73,700 to $84,800 AUD

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Handle a high volume of inbound requests by phone, chat, and email, making the customer experience feel effortless.
• Advocate for the value hirify.global provides and become an expert in all of hirify.global’s features and functionality.
• Methodically troubleshoot technical product issues, reproducing and coordinating resolutions with internal teams.
• Confidently answer questions, providing advice, training solutions and proactively solving customer's next challenge.
• Add to the knowledge base, consistently checking for quality, and coach users in the usage of self-serve resources.
• Capture feedback on the product for use by the Product team.

Requirements

• Bachelor’s degree in a relevant field, or equivalent practical experience.
• Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences.
• Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems!
• The desire to win (and have fun) as a member of a high performing team.
• A growth mindset and a sense of optimism and enthusiasm.

Nice to have

• Prior research, tutoring, and leadership experience.
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits.
• Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
• Team shows up as their authentic selves, and are united by our mission.
• Dedicated to diversity, equity and inclusion.