Support Analyst (SaaS)

TL;DR

Support Analyst (SaaS): Provide technical support for cloud-based Upland products, interact with customers via phone and email to resolve issues and requests with an accent on installations, upgrades, and problem reporting to engineering. Focus on identifying improvements, deepening client relationships, and ensuring satisfaction through follow-up and closure.

Location: Remote, Canada

Salary: $80,000-93,000 CAD

Company

hirify.global is a leader in cloud-based tools for digital transformation.

What you will do

• Provide technical support for Upland products
• Interact with customers via phone/email to deliver effective service
• Report product issues to engineering and follow up on resolutions
• Execute installations and upgrades
• Identify improvements and suggest changes
• Increase client satisfaction and build relationships through reporting and closure

Requirements

• College Diploma or University Degree in CS or IMS related field or equivalent experience
• Knowledge of Windows OS, telephony, networking, Internet, and web servers
• Ability to work independently and in a team
• Strong listening, organizational, analytical, problem-solving, and time management skills
• Flexibility and interest in learning

Nice to have

• Entry-level programming background (HTML/Java/.NET)
• Experience supporting SaaS applications
• Knowledge of Salesforce, Microsoft CRM, ServiceNow
• Advanced networking knowledge or certifications
• Experience in knowledge management

Culture & Benefits

• Remote-first operating model supporting global distributed teams
• Collaborative, fast-paced environment with positive energy
• Opportunities for growth, learning new technologies, and tackling challenges