Technical Support Representative (SaaS)

TL;DR

Technical Support Representative (SaaS): Providing exceptional customer service and technical troubleshooting for a global internal communications platform with an accent on email delivery issues and product queries. Focus on resolving complex client concerns, collaborating with cross-functional teams, and driving continuous improvement in support processes.

Location: Remote (Pacific Time Zone)

Salary: $55,000 - $65,000 CAD

Company

hirify.global is a fast-growing SaaS company providing an all-in-one internal communications platform that integrates directly with Outlook and Gmail to help organizations measure and improve employee engagement.

What you will do

• Respond to client inquiries via Zendesk, ensuring quick and accurate issue resolution.
• Troubleshoot email delivery issues and assist users with Outlook and Gmail configurations.
• Escalate complex technical concerns to the appropriate internal teams.
• Collaborate with Success, Product, and Engineering teams to drive process improvements.
• Document client issues and resolutions to identify trends and inform data-driven decisions.
• Share knowledge and insights with the broader team to enhance overall support efficiency.

Requirements

• Minimum 1 year of professional experience in technical support, customer service, or implementation, preferably in a SaaS environment.
• Must be available to work in the Pacific Time Zone.
• Excellent written and verbal communication skills with the ability to explain complex technical concepts clearly.
• Strong problem-solving skills with a resourceful and tenacious approach to troubleshooting.
• Proficiency in maintaining organized and accurate ticket records.
• Ability to work independently and thrive in a collaborative team environment.

Nice to have

• Experience with web-based support tools like Zendesk, Linear, or Notion.
• Proficiency with HTML and JSON analysis.
• Experience using AI tools to interpret and humanize responses.
• Background in managing email platforms and external email sending.

Culture & Benefits

• 100% employer-paid benefits and Health Spending Account from day one.
• Stock option plan to own a piece of the company's success.
• Generous vacation package and additional health/personal days.
• Work from anywhere in the world for up to 4 weeks per year.
• Personal development budget and birthday off.