Product Support Representative (SaaS)

TL;DR

Product Support Representative (SaaS): Delivering high-quality technical resolutions for an all-in-one EHR+ healthcare platform with an accent on troubleshooting and customer satisfaction. Focus on managing high-volume inbound inquiries across phone, email, and chat to resolve root causes of product issues.

Location: Heredia, Costa Rica (Hybrid)

Company

hirify.global is an all-in-one EHR+ platform designed exclusively for independent healthcare practices to streamline operations, billing, and telehealth.

What you will do

• Handle a high volume of inbound calls, emails, and chats to provide accurate and timely resolutions.
• Troubleshoot technical issues to identify root causes and deliver tailored solutions.
• Maintain detailed records of customer interactions, transactions, and complaints for issue tracking.
• Collaborate with team members and leadership to resolve complex or recurring product issues.
• Meet or exceed performance metrics related to customer satisfaction, resolution time, and quality benchmarks.

Requirements

• Minimum 12 months of experience in Customer Support, preferably in SaaS or cloud-based environments.
• Strong verbal and written English communication skills.
• Demonstrated ability to troubleshoot and resolve technical issues independently.
• Proficiency in using customer support tools and ticketing systems.
• Ability to multitask and maintain high typing speed and accuracy.
• High school diploma or equivalent.

Nice to have

• U.S. healthcare and/or U.S. healthcare billing experience.
• Experience working in technical support for cloud-based software solutions.

Culture & Benefits

• Wellness and childcare subsidy for employees in Costa Rica.
• University and education discounts.
• Gympass for access to health and fitness apps.
• Mental health resources via the Telus Employee Assistance Program.
• Collaborative environment based on values of simplicity and customer-centricity.