Customer Supportability Professional 1 (Fintech)

TL;DR

Customer Supportability Professional 1 (Fintech): Troubleshooting and resolving complex customer issues using quantitative and qualitative data analysis with an accent on root cause analysis and product improvement. Focus on coordinating between frontline agents and engineering teams to implement systemic enhancements.

Location: Must be based in Tucson, Arizona; Plano, Texas; or Reno, Nevada

Company

hirify.global is a global financial technology platform powering prosperity for millions of customers via products such as TurboTax, QuickBooks, and Mailchimp.

What you will do

• Act as a vital support system and escalation handler for agents and leaders across various services.
• Serve as a team Point of Contact (POC), providing leadership coverage and mentoring for agents.
• Analyze data using SQL and Splunk to capture key insights and drive informed decision-making.
• Partner with internal groups to enhance systemic improvements across Products, Processes, and People.
• Conduct root cause analysis of customer contacts to prioritize product and process enhancements.
• Develop standard operating procedures (SOPs) and maintain updated knowledge bases.

Requirements

• Proficiency in tools including Jira, Salesforce, Sentinel, and Google Suite.
• Experience navigating complex data environments using Splunk and SQL.
• Advanced critical thinking and problem-solving abilities for challenging scenarios.
• Versatile communication skills for interacting with customers, frontline agents, and engineering teams.
• Location: Must be based in Tucson, AZ; Plano, TX; or Reno, NV.

Culture & Benefits

• Competitive compensation package with a pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive corporate benefits program.
• Dynamic and energetic work environment focused on innovation and excellence.