Customer Service Technical Associate (SaaS)

TL;DR

Customer Service Technical Associate (SaaS): Providing front-line technical support and triaging for pharmacy health technology SaaS solutions with an accent on intermediate technical issue resolution and case documentation. Focus on ensuring first-call resolution, training product end-users, and streamlining support processes.

Location: Hybrid (8 days/month) in Madison, WI, USA

Salary: $34,300 - $57,400 USD

Company

hirify.global is a leading provider of SaaS solutions in the hospital pharmacy market, helping healthcare professionals improve patient outcomes and prevent harm.

What you will do

• Provide front-line support to customers via phone and email across all product applications.
• Diagnose and resolve intermediate technical issues and thoroughly document support cases.
• Screen and triage incoming requests for first-call resolution or escalation to Product Specialists.
• Train product end-users and new support staff as needed.
• Assist in developing team processes to streamline and increase efficiency.
• Test new product updates and monitor service performance indicators.

Requirements

• High School diploma or equivalent.
• 1+ years of experience in a customer service or technical support role.
• Proficiency with Microsoft Office Suite.
• Experience with troubleshooting internet-based software applications.
• Availability to work shifts in CST (8:00am-4:30pm or 7:30am-4:00pm) and handle on-call rotations every 5th week.
• Excellent oral and written communication skills with high attention to detail.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision plans.
• Retirement and health savings through 401(k), FSA, and HSA.
• Paid Vacation, Sick Time, and Parental Leave.
• Tuition Assistance Plan and Commuter Benefits.
• A relaxed, creative, and inspired work environment.

Hiring process

• Interviews are conducted without the assistance of AI tools or virtual backgrounds to ensure authenticity.
• The process includes in-person interviews at the hirify.global office.