Customer Support Analyst I

TL;DR

Customer Support Analyst I (Operations): Managing and resolving incoming customer support cases for a global supply chain network with an accent on quality, speed, and customer satisfaction. Focus on handling Level 1 and Level 2 support cases, monitoring data logs, and meeting contractual time-to-resolution goals.

Location: Remote, with a preference for candidates based in the Cincinnati, OH area

Company

hirify.global is a high-performing global supply chain network providing integrated, end-to-end supply chain visibility and management solutions.

What you will do

• Review and categorize incoming customer support cases based on priority.
• Resolve Level 1 and Level 2 support cases, including supplier/distributor inquiries and system errors.
• Monitor operations logs and track missing data to ensure system integrity.
• Meet defined severity goals and contractual time-to-resolution metrics.
• Participate in a shared hours of operation schedule to provide consistent support.

Requirements

• 0–3 years of experience in customer support or operations.
• Associate or Bachelor’s degree, or equivalent industry experience.
• Strong written and oral communication skills.
• Excellent organizational and project management abilities.
• Willingness to learn and adapt in a fast-paced environment.

Nice to have

• Experience with data migration, management, or manipulation.
• Database experience, including writing queries.
• Understanding of Inventory Management and business systems.

Culture & Benefits

• Remote-friendly and casual work environment.
• Comprehensive benefits including medical, dental, and vision insurance.
• 401k plan with 3.5% company match (vested after 2 years).
• Generous time off: 20 PTO days, 11 company holidays, plus birthday and volunteer days.
• Paid parental leave and wellness reimbursement program.