Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing front-line technical support and guidance for construction software users with an accent on troubleshooting and customer satisfaction. Focus on resolving complex product inquiries, monitoring operational metrics, and collaborating with cross-functional teams to improve the product.

Location: Remote (Must be based in Australia)

Salary: $53,000–$70,000

Company

hirify.global is a rapidly growing SaaS company providing next-generation software solutions for the construction industry.

What you will do

• Provide accurate and prompt answers regarding company products and features.
• Resolve customer inquiries through professional listening, guidance, and technical troubleshooting.
• Analyze and monitor key user and operational metrics to drive product and support improvements.
• Collaborate with cross-functional peers to resolve user-impacting issues.
• Maintain high levels of customer satisfaction to facilitate renewals and long-term success.
• Stay updated on upcoming releases and betas to maintain in-depth product knowledge.

Requirements

• Must be based in Australia.
• 2+ years of direct customer-facing experience with a technically complex product.
• 2+ years of experience working within a SaaS environment.
• Strong troubleshooting and multi-tasking skills.
• Ability to communicate complex technical concepts simply and clearly.
• Highly organized with a positive attitude and strong work ethic.

Nice to have

• Experience with construction software or the construction industry.

Culture & Benefits

• Competitive total rewards strategy including equity awards.
• Flexible time off and paid parental leave.
• 401(k) retirement account.
• Region-specific health and wellness benefits.
• Diverse and inclusive community with equal opportunity employment.