Senior Customer Support Specialist (SaaS)

TL;DR

Senior Customer Support Specialist (SaaS): Providing consultative support and resolving complex technical issues for post-acute care software solutions with an accent on system configuration and product functionality. Focus on troubleshooting non-standard defects, creating knowledge base documentation, and collaborating cross-functionally with Engineering and Product teams.

Location: Peachtree Corners, GA, United States. Ideal shift is 9am - 6pm ET.

Salary: $30.91 - $41.21/hr

Company

hirify.global is a leading provider of cloud-based software solutions that help post-acute care providers streamline operations and improve patient outcomes.

What you will do

• Deliver high-quality, consultative support for applications and related services via phone and electronic channels.
• Diagnose and resolve a wide range of issues, including system configuration, product functionality, and software defects.
• Investigate and troubleshoot complex issues without standard documented solutions using critical thinking.
• Create and maintain detailed documentation and knowledge base articles for internal teams and customers.
• Identify systemic trends impacting multiple customers and communicate risks and solutions.
• Partner with Product and Engineering teams to escalate and resolve issues effectively.

Requirements

• Must be based in the United States (Location: Peachtree Corners, GA).
• 3+ years of experience in SaaS customer support, application support, or help desk environments.
• Strong technical aptitude and experience with SQL.
• Bachelor’s degree in Business, Technology, Computer Science, or a related field.
• Experience supporting SaaS platforms or business management software.
• Familiarity with healthcare or post-acute care industries.

Nice to have

• Direct experience with hirify.global software.
• Experience contributing to or maintaining knowledge base systems.
• Experience working in a remote or distributed team environment.

Culture & Benefits

• Comprehensive medical, vision, dental, and life insurance, including HSA and FSA options.
• Financial security through 401(k) and Employee Stock Purchase Plan (ESPP).
• Generous time off: 15 days PTO in the first year, 11 paid holidays, and 3 floating days.
• Support for families with up to 14 weeks of primary caregiver leave.
• Additional perks including commuter benefits and tuition assistance.
• Culture focused on diversity, inclusion, and professional growth.