Customer Support Representative II (SaaS)

TL;DR

Customer Support Representative II (SaaS): Providing 24/7 live chat support to resolve product-related queries and technical issues with an accent on AI-assisted resolution and customer satisfaction. Focus on building trust through interactive communication, managing complex service problems, and meeting performance KPIs.

Location: Must be based in the Philippines (Remote)

Company

hirify.global is a global communication software provider focused on simplifying business interactions through reliable and accessible technology.

What you will do

• Serve as the first point of contact for customers via 24/7 live chat.
• Resolve product and service issues by identifying root causes and providing accurate solutions.
• Utilize AI tools to enhance support efficiency and achieve first-contact resolution.
• Build sustainable customer relationships through clear and interactive communication.
• Maintain consistent knowledge of product updates and support processes.
• Meet established KPIs, including CSAT and QA quality standards.

Requirements

• Must be based in the Philippines.
• Proven history of providing exceptional customer support.
• Exceptional written and verbal communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Strong critical thinking and problem-solving capabilities.

Nice to have

• Familiarity with CRM systems and online chat environment best practices.

Culture & Benefits

• Remote working environment.
• Health insurance benefits.
• Home internet allowance.
• Additional vacation leave and a dedicated day off for your birthday.
• Access to an Employee Assistance Program.