Customer Support Specialist (ERP)

TL;DR

Customer Support Specialist (ERP): Providing professional product support for cloud-based ERP software for local governments and utility districts with an accent on troubleshooting data issues and maintaining customer relationships. Focus on diagnosing technical problems, relaying procedural concepts, and collaborating with QA and developers to ensure product accuracy.

Location: Onsite in Lansing, MI

Company

hirify.global provides cloud-based ERP solutions designed to enhance efficiency for local governments and utility districts.

What you will do

• Provide professional telephone, email, and in-person product support to municipal customers.
• Assess customer needs, troubleshoot data-related issues, and drive them to resolution.
• Collaborate with the Quality Assurance team to troubleshoot bugs and test developer changes.
• Establish and maintain positive, professional relationships with customers and internal staff.
• Relay technical and procedural concepts tailored to the customer's level of expertise.
• Manage individual projects and complete a structured onboarding process.

Requirements

• Must be based in or able to work onsite in Lansing, MI.
• Proven experience in technical support or a similar customer-focused role.
• Exceptional verbal and written communication skills.
• Ability to maintain composure and manage stress in fast-paced, complex environments.
• Strong understanding of procedural concepts and the ability to explain them clearly.
• Versatility to adapt to various roles within an agile company structure.

Culture & Benefits

• Employer-paid premiums for Health (BCBS of Michigan), Dental, and Vision insurance.
• 401(k) retirement plan with employer-paid contributions and a discretionary 50% match.
• Generous PTO, Holiday time, and Paid Parental Leave.
• Employer-paid Disability and Life insurance.
• Employer-contributed Health Savings Plan (75%).
• Company-sponsored team events.