Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing high-quality technical and functional support for an enterprise software platform with an accent on troubleshooting application-level challenges and software configurations. Focus on analyzing complex customer use cases, optimizing software usage, and bridging the gap between technical system behavior and business processes.

Location: Hybrid (Lucca, Italy). Must be based in or be able to work from the Lucca office (approximately 8 days per month).

Company

hirify.global is a global provider of professional information, software solutions, and services, with CCH Tagetik specializing in complex enterprise SaaS solutions.

What you will do

• Provide high-quality customer support to internal and external clients using an enterprise SaaS platform.
• Analyze customer queries and application settings to recommend best-practice software usage.
• Manage incidents via Support Portal, email, and phone, providing clear resolution updates.
• Navigate and work across multiple IT systems and tools accurately and efficiently.
• Support special projects and continuous improvement initiatives within the support organization.
• Collaborate with cross-functional teams to resolve functional and application-related challenges.

Requirements

• Bachelor’s degree in a STEM, IT, or Economics-related field.
• English: Minimum B2 level required.
• Good communication skills in Italian.
• Strong interest in technology, software applications, and analytics.
• Proficiency in Microsoft Office and comfort working with digital SaaS platforms.
• Strong problem-solving skills and a willingness to learn in a fast-paced environment.

Nice to have

• Knowledge of French.

Culture & Benefits

• 6-month internship with exposure to the latest technologies and top-tier clients.
• Flexible working policy (3 days remote, 2 days in office).
• Unlimited access to e-learning platforms including LinkedIn Learning.
• Structured development plans to help navigate and advance your career path.
• Engagement in community events, global code games, and networking days.

Hiring process

• Interviews conducted without the assistance of AI tools or external prompts.
• In-person interviews are included as part of the recruitment process.
• Requirement to remove virtual backgrounds during interview sessions.