Tech Support Specialist - Tier 2 (SaaS)

TL;DR

Tech Support Specialist - Tier 2 (SaaS): Providing advanced technical assistance to customers via phone, chat, and email to resolve installation and configuration issues with an accent on technical troubleshooting and bug verification. Focus on identifying software bugs, managing test environments, and improving the overall customer experience through professional support.

Location: Remote (Australia)

Company

hirify.global creates smart software solutions that make construction sites more efficient, connected, and safe for design and construction professionals worldwide.

What you will do

• Provide mid-level technical support via telephone, chat, and email to resolve customer challenges.
• Take ownership of technical issues from initial report to final resolution.
• Set up test environments to verify reported software bugs and log them into the tracking database.
• Track customer interactions and manage contact data within the CRM.
• Create internal and external support documentation to improve product usage.
• Collaborate with the team to enhance overall customer experience and service standards.

Requirements

• Strong technical troubleshooting and problem-solving skills in application or SaaS environments.
• Solid understanding of Microsoft Windows operating systems, including installing programs and drivers.
• Proven customer service skills with a positive and proactive attitude.
• Excellent written and verbal communication skills.
• Must be based in Australia (AU).

Nice to have

• Experience working with AWS and Networking systems.
• Relevant IT certifications such as A+, Microsoft IT, AWS, or CCNA.

Culture & Benefits

• 100% employee-covered health and welfare benefits.
• Paid time off.
• Opportunities for professional growth within a rapidly expanding global company.
• Inclusive work environment committed to diversity, equity, and accessibility.