Administrative Services Technical Support Specialist (ERP)

TL;DR

Administrative Services Technical Support Specialist (ERP): Providing omni-channel technical support for government-focused ERP software with an accent on case management, issue triage, and customer training. Focus on resolving complex technical inquiries, documenting troubleshooting steps, and leveraging AI tools to optimize service delivery and customer satisfaction.

Location: Must be based in Dallas, Texas (On-site)

Compensation: $52,000 – $60,000 (Base + variable)

Company

hirify.global is a leading provider of AI and ERP solutions designed to empower local and state governments to operate more efficiently and transparently.

What you will do

• Manage omni-channel support requests via phone, chat, and email to meet service level agreements.
• Triage and prioritize customer incidents, assessing severity and urgency for efficient resolution.
• Troubleshoot technical issues, including API failures, data management, and invoicing workflows, by reproducing incidents.
• Utilize Salesforce Service Cloud to document case logs and contribute to the internal knowledge base.
• Provide technical guidance and software training to customers to ensure effective platform usage.
• Leverage AI tools to enhance the speed and quality of customer service interactions.

Requirements

• Strong technical aptitude with a proven ability to solve complex problem statements.
• Experience with data management, ETL pipelines, API troubleshooting, or CSS.
• Excellent organizational, time-management, and prioritization skills.
• Must be able to work specific shifts and participate in a rotating after-hours on-call schedule.
• Professional communication skills for delivering technical guidance to stakeholders.
• Ability to thrive in a fast-paced team environment and learn proprietary technologies quickly.

Nice to have

• Degree in Computer Science or related technical field.
• Previous experience in support services for ERP, accounting, or budgeting software.
• Active interest in applying AI technologies to support workflows.

Culture & Benefits

• Comprehensive healthcare coverage for employees and their families.
• 401(k) retirement plan with company matching contributions.
• Flexible vacation policy and paid company holidays.
• Paid parental leave and wellness stipends.
• Professional development opportunities and growth pathways.
• Collaborative office environment with weekly catered lunches.