Support Specialist II - User Enablement

TL;DR

Support Specialist II - User Enablement: Provide Tier 2 user enablement support with foundation-level expertise in standard operational assistance, helping users with basic software functionality, navigation, and directing to resources. Focus on documenting FAQs, developing guides, monitoring forums, and adopting AI tools for productivity.

Location: Ottawa, Ontario, Canada. Must be legally authorized to work in Canada, obtain Reliability security clearance from Government of Canada, and comply with FBI CJIS Security Policy including fingerprint-based background check.

Company

hirify.global is a global public safety solutions company building an ecosystem of intuitive tools for agencies, forensic labs, court systems, and schools.

What you will do

• Provide standard answers to common questions about software functionality and guide users through basic navigation and features.
• Direct users to documentation, knowledge base articles, and clarify standard workflows.
• Assist with basic user account setup, initial configuration, and identify needs for advanced support.
• Document FAQs, contribute to knowledge base, develop interactive guides, product tours, and simple how-to guides.
• Monitor community forums, participate in on-call rotation, and adopt AI tools for support workflows.

Requirements

• Degree or diploma in Business, Information Systems, or related field (or equivalent experience).
• 1-3 years in customer support or training role.
• Foundation-level expertise in software applications and workflows.
• Strong verbal/written communication for clear explanations and documentation.
• Customer service orientation, patience for repetitive questions, and ability to handle high volume.
• Experience with learning management systems, content creation, and customer support platforms.

Culture & Benefits

• Comprehensive benefits offering, potential variable compensation like incentives or bonuses.
• Commitment to equity, diversity, inclusion, and barrier-free workplace with accommodations.
• Opportunity to contribute to public safety technology impacting communities.