Customer Support Specialist (SaaS/EdTech)

TL;DR

Customer Support Specialist (SaaS/EdTech): Providing front-line product support and managing technical inquiries for a neuroinclusive technology platform with an accent on subscription management and foundational troubleshooting. Focus on resolving direct customer queues via chat, phone, and email during peak seasonal volume.

Location: Remote (Must be based in the USA)

Company

hirify.global is a global community creating technology to help people understand and be understood, focusing on building a more neuroinclusive world.

What you will do

• Deliver high-quality front-line support via chat, phone, and email queues.
• Guide users on maximizing application features and product functionality.
• Manage core subscriptions, including account lookups, password resets, and billing queries.
• Perform basic technical troubleshooting and escalate complex issues to upper-tier support teams.
• Maintain accurate records of all interactions within the company ticketing systems.
• Meet KPIs for response times and quality of service during the peak seasonal period.

Requirements

• 1+ years of experience in customer support or helpdesk, preferably in SaaS or EdTech.
• Must be based in the USA.
• Excellent verbal and written communication skills with a patient and empathetic approach.
• Ability to quickly learn and utilize cloud-based software platforms.
• Proficiency with Windows/macOS, web browsers, and browser extensions.
• Ability to handle high volumes of interactions in a fast-paced environment.

Nice to have

• Experience with CRM or ticketing tools like Zendesk or Salesforce.
• Knowledge of the education sector and classroom hardware such as Chromebooks and iPads.
• Previous experience in seasonal or high-volume customer care roles.

Culture & Benefits

• Competitive salary with bonus opportunities.
• Flexible work schedules and time off plans.
• Comprehensive health and wellness benefits.
• Career growth through internal development programs.
• Collaborative and innovative culture that values diversity and neuroinclusivity.