Customer Support Specialist

TL;DR

Customer Support Specialist (MedTech): Providing technical support and troubleshooting for a medical practice engagement platform with an accent on resolving customer issues and maintaining high satisfaction. Focus on managing support tickets, documenting interactions in Salesforce, and collaborating cross-functionally to ensure seamless platform usage.

Location: Must be based in the US

Company

hirify.global is a mission-driven company building a software platform that connects healthcare providers with life science experts to improve patient care.

What you will do

• Respond to customer inquiries via phone, email, and chat in a professional manner.
• Troubleshoot and diagnose issues within the admin database and application functionality.
• Document all customer interactions and resolution steps accurately in Salesforce.
• Escalate complex technical issues to the appropriate internal teams.
• Maintain and contribute to internal and customer-facing knowledge base articles.
• Meet established KPIs including response SLAs, resolution SLAs, and CSAT scores.

Requirements

• Must be based in the US
• 2+ years of experience in customer or technical support roles.
• Proficiency with case management or CRM platforms.
• Strong troubleshooting skills and technical aptitude.
• Excellent written and verbal communication skills.
• Bachelor's degree or equivalent professional experience.

Culture & Benefits

• 100% company-paid premiums for medical, dental, and vision insurance.
• $4,400 company-sponsored HSA contribution.
• 401k matching program.
• Flexible PTO and 100% paid parental leave.
• Post-parental leave support including a $5k stipend and a 4-week ease-back transition period.
• Charitable donation matching.