Support Representative, Tier I

TL;DR

Support Representative, Tier I (Customer Support): Providing first-point-of-contact assistance to coaches, athletes, and fans via phone, email, and chat with an accent on technical troubleshooting and user empathy. Focus on resolving product-related queries, guiding users through hirify.global features, and delivering high-quality support experiences.

Location: Must be based within commuting distance of the Sydney office (minimum 3 days per week in-office attendance required)

Salary: $50,000 - $70,000 AUD

Company

hirify.global provides software tools for coaches and athletes worldwide to capture video, analyze data, and share highlights to improve sports performance.

What you will do

• Act as the primary point of contact for users via phone, email, and online chat.
• Provide technical troubleshooting and "how-to" guidance for all hirify.global products and features.
• Empathize with users to identify and implement creative solutions for their challenges.
• Educate clients on the best ways to utilize hirify.global to enhance their athletic or coaching game.
• Collaborate with the support team to research and resolve complex technical issues.

Requirements

• Must reside within commuting distance of the Sydney office.
• Minimum of three days per week in-office attendance required.
• Previous experience in a professional customer service setting.
• Strong communication skills to relay technical solutions with a human touch.
• High level of empathy and eagerness to help users achieve their goals.

Nice to have

• Hands-on technical experience and ability to guide users through troubleshooting.
• Experience using CRM platforms such as Salesforce or Zendesk.
• Proven ability to collaborate effectively within a team environment.

Culture & Benefits

• Work-life harmony through flexible vacation time and company-wide meeting-free "timeout" days.
• Culture of autonomy and trust, providing agency to own your work and try new ideas.
• Strong emphasis on professional development with extensive learning resources.
• High-quality office environments and provided tech for both office and remote work.
• Medical and retirement benefits (location dependent) and access to an Employee Assistance Program.