Customer Support Specialist (Rock Gym Pro)

TL;DR

Customer Support Specialist (Rock Gym Pro): Providing technical support and instructional guidance to climbing facility owners and staff with an accent on software configuration and troubleshooting. Focus on translating complex technical concepts into clear, actionable advice while ensuring a high-quality, customer-centric experience.

Location: Must be based in the US (Remote)

Salary: $50,000 USD per year

Company

hirify.global provides integrated software and financial solutions to help communities and organizations manage and grow their member engagement.

What you will do

• Provide technical support to customers via email, phone, and virtual sessions.
• Troubleshoot software-related issues and guide customers through solutions.
• Configure RGP systems, including calendar offerings and membership billing structures.
• Deliver training and guidance to customers through various communication channels.
• Translate technical concepts into easy-to-understand explanations for non-technical users.
• De-escalate customer frustrations and maintain a solutions-oriented experience.

Requirements

• Must have deep knowledge of Rock Gym Pro with hands-on experience in system configuration.
• Must be based in the US to align with PST working hours.
• Strong troubleshooting ability to identify and resolve software issues efficiently.
• Excellent verbal and written communication skills with a customer-centric approach.
• Ability to handle frustrated customers with professionalism and empathy.
• Comfortable providing one-on-one and group training via virtual sessions.

Culture & Benefits

• Medical, dental, and vision insurance options.
• 401(k) option with company match up to 4%.
• Flexible paid personal/vacation time and 10 sick days annually.
• 6 weeks paid parental leave.
• 10 company paid holidays.
• Employer-paid short/long term disability and basic life insurance.

Hiring process

• Interactive and conversational interviews.
• Use of real-time AI tools during interviews is not permitted.