Internal Solution Specialist

TL;DR

Internal Solution Specialist: Provide expert support to Care Experience, Customer Success, and Operations teams across contact channels with an accent on issue resolution, multi-tasking, and proactive engagement. Focus on handling complex inquiries, de-escalating frustrations, and ensuring accurate documentation in high-volume environments.

Location: Philippines Remote, exclusively open to active hirify.global employees, night shift required

Company

Global leader in background screening and identity solutions.

What you will do

• Efficiently log into and navigate multiple business applications like CRM, background check databases, and communication tools while maintaining availability.
• Proactively respond to inquiries from internal teams via chat, voice, email, and new channels.
• Assess and resolve diverse inquiries through strategic questioning and customized solutions.
• Multi-task across systems to retrieve data, execute queries, and document resolutions precisely.
• Communicate professionally and empathetically, de-escalating issues while meeting CSAT goals.
• Document interactions accurately, assign tickets, and follow up with internal teams.

Requirements

• 4+ years experience within hirify.global or relevant, Screening Direct platform experience required
• High school diploma or equivalent.
• Handle high-volume contacts across channels (phone, chat, email).
• Multi-task with multiple software applications simultaneously.
• Professional, empathetic communication verbally and in writing.
• Accurate documentation and adherence to procedures.
• Calm demeanor under pressure, time management, attention to detail.

Culture & Benefits

• Dedicated remote workspace with high-speed internet (min 120mbps download, 10mbps upload); company provides equipment.
• Must be on camera for all training, orientation, and meetings.
• Occasional travel for training and team events.
• Structured schedule with KPIs for performance, continuous learning via training and resources.
• Focus on work-life balance through managed pace, feedback, and improvement opportunities.