Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing technical assistance for a network of franchisees across web and mobile platforms with an accent on troubleshooting and issue diagnosis. Focus on resolving platform-specific issues using tools like MINDBODY and GoHighLevel, and streamlining communication between users and the development team.

Location: Remote (Work schedule: 2:00 AM - 11:00 AM Sydney Time)

Company

hirify.global is an outsourcing provider connecting skilled professionals with growing businesses.

What you will do

• Manage and respond to technical support requests from franchisees.
• Diagnose and troubleshoot issues across web and mobile applications.
• Identify root causes and guide users toward effective solutions.
• Utilize third-party platforms like MINDBODY and GoHighLevel for resolution.
• Document resolutions and processes clearly within the ticketing system.
• Escalate complex technical issues to the development team when required.

Requirements

• Experience with ticketing/support systems such as Zendesk, Jira, ServiceNow, or Freshdesk.
• Strong troubleshooting and diagnostic skills to isolate root causes.
• Excellent written and verbal communication skills for explaining technical issues to non-technical users.
• Availability to work Monday - Friday, 2:00 AM - 11:00 AM Sydney Time.
• Patient and empathetic approach when dealing with stressed customers.

Nice to have

• Experience supporting SaaS products or digital platforms.
• Familiarity with CRM or booking systems like MINDBODY or GoHighLevel.
• Basic understanding of web/app technologies including APIs, browsers, and mobile apps.

Culture & Benefits

• Permanent work from home arrangement.
• Immediate hiring process.
• Health insurance coverage for eligible locations.
• Hands-on training provided by a supportive development partner agency.
• Opportunity to grow technical skills across multiple platforms.