Professional Service Consultant II

TL;DR

Professional Service Consultant II (SaaS): Support clients in day-to-day operation of hirify.global’s SaaS products for legal, compliance, and risk management with an accent on responding to inquiries via tickets, chats, and calls. Focus on researching, troubleshooting, resolving issues, providing workarounds, and meeting SLAs.

Location: Melbourne, Australia

Company

hirify.global provides SaaS products used by over 1200 corporations globally, including Fortune 500 companies, for legal, compliance, and operational risk management.

What you will do

• Serve as first point of contact via phone, chat, email, and support portal to provide solutions.
• Research, troubleshoot, and resolve support issues within response and resolution goals, identifying workarounds as needed.
• Handle self-service portal issues and maintain detailed records of all customer interactions.
• Prioritize and resolve issues based on SLAs and severities, meeting monthly customer satisfaction goals.
• Participate in after-hours on-call support rotation.

Requirements

• Customer-centric attitude with ability to make sound decisions based on customer needs and product knowledge.
• Strong self-motivation, curiosity to learn, and proactive judgment without needing direction.
• Ability to manage time, work with remote team, mentor others, and simplify complex topics.
• Attention to detail, multitasking, and strong organizational skills.
• Experience with Windows Operating Systems and Microsoft Office applications.

Culture & Benefits

• Proactive, collaborative, and committed work approach balancing individual excellence with teamwork.
• Environment of transparency, predictability, and control.
• Passion for helping clients grow and protect their organizations.