Technical Support Agent, Tier 1

TL;DR

Technical Support Agent Tier 1 (Insurance Payments): Helping customers resolve technical issues for digital insurance payments products via phone, email, chat with an accent on troubleshooting, case management, and customer communication. Focus on investigating bugs, escalating complex cases, creating knowledge base articles, and facilitating cross-team collaboration.

Location: Remote (United States)

Pay: $25–$30 USD (hourly)

Company

hirify.global is a leading digital payments platform for the insurance industry, processing billions in premiums and claims payments with multi-channel communications and electronic processing.

What you will do

• Troubleshoot technical problems and answer support questions for hirify.global products
• Manage CRM tickets: create, update, and close cases
• Escalate complex issues to Tier II engineers or managers
• Articulate technical issues and solutions to customers and colleagues
• Investigate bugs and feature requests by gathering requirements
• Create and review knowledge base articles
• Participate in on-call rotation (once every 4-5 weeks) for after-hours support

Requirements

• Must be located in the United States
• Bachelor’s Degree in Computer Science, Information Systems, or 2+ years technical support experience
• Excellent verbal and written communication skills
• Strong analytical, investigative, and time-management skills
• Ability to prioritize, multitask in high-pressure environment
• Team-oriented with flexibility for holidays and weekends

Nice to have

• B2B external customer support experience
• SaaS support or insurance industry experience
• Exposure to PCI compliance and software development lifecycles
• Experience with Salesforce, JIRA, AHA

Culture & Benefits

• Competitive salary and full benefits: medical, dental, vision insurance, 401(k)
• Commitment to work/life balance and internal promotions
• Team-oriented environment spanning functional and geographic boundaries
• Equal opportunity employer compliant with EEOC