Customer Support Representative (Edtech)

TL;DR

Customer Support Representative (Edtech): Providing hands-on software support and training for education and faith-based organizations with an accent on financial aid and HR workflows. Focus on troubleshooting complex SaaS issues, conducting end-user training, and bridging the gap between clients and the product team.

Location: Fully Remote (USA). Preferred hours: 10:00 AM – 6:00 PM EST.

Salary: $45,000 – $60,000

Company

hirify.global Business Services provides payment technology and learning management solutions to thousands of higher education and K-12 institutions globally.

What you will do

• Provide high-quality customer support and software-related troubleshooting for Next Gen Web Solutions products.
• Conduct ongoing training for non-technical customers to help them adopt new features and functionality.
• Identify client pain points and relay feedback to the Product Manager to inform roadmap decisions.
• Partner with Sales and Product Management to continuously improve support processes and documentation.
• Manage competing priorities to ensure clients fully understand and successfully implement software solutions.

Requirements

• At least 2 years of industry experience working in Financial Aid, Scholarships, and/or HR.
• Proven record of exceptional customer service and experience with ticketing or CRM systems.
• Ability to work within the 10:00 AM – 6:00 PM EST time zone.
• Proficiency in Microsoft Office, specifically Excel, and experience with Web Forms.
• Strong analytical skills and the ability to translate technical complexity into plain language.

Culture & Benefits

• Comprehensive health package including medical, dental, vision, HSA, and FSA.
• Financial security through 401K, employee stock purchase program, and student loan repayment.
• Generous earned time off and tuition reimbursement.
• Collaborative, mission-driven environment where employees often take on multiple roles and have a direct impact on the product.
• Robust wellness program and employee assistance program.