Product Expert (Tier 1) (SaaS)

TL;DR

Product Expert (Tier 1) (SaaS): Providing exceptional technical support and troubleshooting for a customer experience and data platform with an accent on resolving complex application issues. Focus on maintaining high-quality customer service, contributing to internal documentation, and facilitating peer-to-peer training.

Location: Must be based in South Africa

Company

hirify.global is a global customer experience and data platform that empowers marketing teams to deliver personalized cross-channel journeys through automation and AI.

What you will do

• Provide timely, accurate, and empathetic support to technical and non-technical customers.
• Investigate and resolve complex application issues using critical thinking.
• Contribute to internal documentation to develop best practices and enhance team processes.
• Facilitate peer-to-peer training and knowledge sharing within the team.
• Reassign or escalate cases as necessary according to established processes.

Requirements

• Must be based in South Africa
• Minimum of 2 years of experience in customer service or support roles.
• Technical proficiency with a solid understanding of HTML and CSS.
• Previous experience in the SaaS, Ecommerce, or Marketing industry.
• Excellent communication, organizational, and problem-solving skills.

Culture & Benefits

• Collaborative and growth-oriented work environment.
• Access to ongoing management support and extensive training opportunities.
• Commitment to diversity, equity, and inclusion as an equal opportunities employer.
• Focus on innovation and creative problem-solving.

Hiring process

• 15-minute screening call with the Talent team.
• Stage 1 virtual interview with the Manager and Lead.
• Stage 2 virtual interview with the Director.