Customer Support Agent (SaaS)

TL;DR

Customer Support Agent (SaaS): Delivering high-quality technical support and troubleshooting for salon management software with an accent on resolving hardware and software issues via multiple communication channels. Focus on maintaining high service standards, managing support tickets, and collaborating with internal teams to ensure seamless customer experiences.

Location: Must be based in Australia (Hybrid/Remote)

Company

hirify.global is a global software company founded in 2002, dedicated to empowering the beauty industry with innovative salon management solutions.

What you will do

• Provide professional support to customers via phone, email, and chat.
• Diagnose and resolve software functionality, login, and connectivity issues.
• Troubleshoot POS hardware including printers and scanners.
• Log all interactions and outcomes accurately in the CRM or helpdesk system.
• Prioritize and manage tickets to meet established response and resolution SLAs.
• Collaborate with L2, Product, and Success teams to address complex technical problems.

Requirements

• Must be based in Australia.
• 1+ year of experience in customer service, support, or call center roles.
• Strong troubleshooting and analytical thinking skills.
• Familiarity with POS systems, hardware, and network troubleshooting.
• Proficiency with support platforms like Zendesk and Slack.
• Ability to explain complex technical concepts clearly and concisely.

Culture & Benefits

• Competitive compensation and Employee Share Purchase Scheme.
• Comprehensive wellbeing support including 2 Wellness Days and an employee assistance program.
• Enhanced maternity and paternity benefits.
• Dedicated leave for fertility treatment, pregnancy loss, and menopause.
• Extensive learning opportunities including access to LinkedIn Learning.
• Flexible work arrangements with hybrid and remote options.