Client Care Analyst (Software)

TL;DR

Client Care Analyst (Software): Providing technical assistance and frontline support for a B2B event management platform with an accent on ticket resolution, SLA adherence, and customer satisfaction. Focus on troubleshooting complex software issues, collaborating across teams for timely resolution, and maintaining a high-quality knowledge base.

Location: Remote (Must be based in the Philippines)

Company

hirify.global is an innovative software company providing an industry-disrupting event management platform for Fortune 500 companies.

What you will do

• Review and evaluate incoming support tickets based on risk, impact, and severity.
• Provide professional technical support to B2B clients via cases and chat.
• Manage the full lifecycle of assigned cases from initial report through resolution.
• Ensure adherence to Service Level Agreements (SLA) for response and resolution targets.
• Create and update knowledge base articles and technical documentation.
• Collaborate with internal teams to accelerate the resolution of complex software issues.

Requirements

• 1.5+ years of experience in a technical support role.
• Experience with CRM software, specifically Salesforce.
• Must be located in the Philippines.
• Strong written and verbal communication skills for a professional B2B environment.
• Ability to multitask and maintain professional composure in a fast-paced, interrupt-driven environment.
• Ability to work a flexible schedule, including on-call services and varying shifts.

Culture & Benefits

• Competitive salary and benefits package.
• 401k and generous Paid Time Off (PTO).
• Remote work flexibility within the Philippines.
• Opportunity to work with a global team and Fortune 500 clients.
• Dynamic, fast-paced environment with a focus on innovation and growth.