Customer Support Associate

TL;DR

Customer Support Associate (Customer Support): Providing multi-channel customer support and technical troubleshooting for the hirify.global platform with an accent on AI-assisted diagnosis and problem resolution. Focus on maintaining professional customer connections and efficiently solving technical issues to ensure a seamless user experience.

Location: Remote (Must be aligned with EST time zones)

Company

hirify.global provides identity verification and fraud prevention tools to secure important transactions.

What you will do

• Perform customer support across chat, email, and phone channels.
• Provide technical support to troubleshoot platform issues, leveraging AI tools for efficient diagnosis.
• Identify root causes of product or service issues and provide accurate solutions to customers.
• Collect and communicate product feedback and suggestions to internal stakeholders.
• Handle various operational and administrative duties based on business and customer needs.

Requirements

• Experience in customer service, preferably within a contact center environment.
• Excellent written and verbal communication skills.
• Ability to multitask across multiple windows and use AI tools efficiently.
• Availability to work according to EST hours (Mon-Fri 8am–10pm, Sat-Sun 8am–7pm).
• Patience and enthusiasm for helping others resolve technical issues.

Culture & Benefits

• Comprehensive medical, dental, and vision benefits.
• 401k plan with a 4% company match.
• Unlimited sick and vacation time, plus 14 paid company holidays.
• 12 weeks of paid parental leave and a 4-week sabbatical after 5 years of employment.
• Monthly work-from-home stipend and Grubhub credits for lunch.
• Reimbursements for wellness and professional development credits.