Technical Support Engineer I (SaaS)

TL;DR

Technical Support Engineer I (SaaS): Providing functional application support for enterprise SaaS products with an accent on troubleshooting, client communication, and issue resolution. Focus on diagnosing user interface issues, managing ticket queues, and ensuring high customer satisfaction.

Location: Brisbane, Australia

Company

hirify.global is a global provider of enterprise software applications focused on delivering world-class application support and customer success.

What you will do

• Serve as the first point of contact for customers via phone, chat, email, and web portal.
• Research, troubleshoot, and resolve support issues within response and resolution goals.
• Identify and communicate effective workarounds to customers.
• Maintain detailed records of all customer interactions and call logs.
• Prioritize and resolve issues based on service level agreements (SLAs) and severity levels.
• Meet monthly customer satisfaction goals and participate in on-call support rotations.

Requirements

• 6 months to 1 year of experience working in a customer service environment.
• Proficiency with Windows Operating Systems and Microsoft Office applications.
• Ability to manage time commitments and collaborate effectively with a remote team.
• Strong organizational skills and attention to detail with the ability to multi-task.
• Ability to simplify complex technical information to educate customers and team members.

Culture & Benefits

• Global team environment with offices in Austin, London, and Melbourne.
• Culture of continuous improvement and passion for customer success.
• Collaborative atmosphere where curiosity and self-motivation are valued.